Customers do not think about support channels. They care about having one continuous conversation. When they reach out for help, they expect the context to follow them.Â
Most support platforms still rely on disconnected channels. A customer starts with email, switches to chat, and suddenly, the agent has no idea what happened before. The customer has to repeat everything, and the experience suffers.Â
That is not true omnichannel support. A real omnichannel support platform unifies every interaction into a single conversation, no matter the channel. Below, we highlight 9 omnichannel customer support platforms that actually solve this problem.Â
TL;DR -Omnichannel customer support
Customers don’t think about channels; they expect one continuous conversation. True omnichannel customer support keeps all interactions connected in a single timeline, so context follows the customer across email, Microsoft Teams, chat, messaging, and more. Tools like Desk365, along with Zendesk, Freshdesk, HubSpot Service Hub, Intercom, Zoho Desk, LiveAgent, Comm100, and Omnichat, are built to deliver this seamless, connected support experience.
What is omnichannel customer service?
Omnichannel customer service is a support approach that allows customers to contact a business through multiple channels, such as Microsoft Teams, email, live chat, phone, social media, messaging apps, or support portals, while receiving a consistent, connected experience across all of them.
With an omnichannel support platform, a customer can start a conversation on one channel and continue it on another without losing context. Support agents can see the full conversation history, which helps them respond faster and more accurately.Â
The purpose of omnichannel customer service is to deliver a consistent experience across all touchpoints while giving support teams the tools they need to resolve issues efficiently.Â
| Customer interaction | What the agent sees |
|---|---|
| Starts with email | One conversation begins |
| Switches to live chat | Message is added to the same thread |
| Follows up via SMS or social DM | All messages appear in one timeline |
| Changes channels | Full conversation history stays visible |
| Expects not to repeat the issue | Complete context from start to finish |
Recommended Reading: What is Omnichannel Customer Service? A Complete Guide
9 best omnichannel customer support platforms on the market right now
- Desk365Â – A unified omnichannel platform that brings all customer conversations into one clear timeline.Â
- Zendesk – A scalable platform that connects email, chat, voice, and social support in one system.Â
- Freshdesk – A cloud-based helpdesk offering omnichannel ticketing and automation for growing teams.Â
- HubSpot Service Hub – An omnichannel support tool tightly integrated with HubSpot’s CRM.Â
- Intercom – A conversation driven platform built for real-time chat and messaging support.Â
- Zoho Desk – An omnichannel helpdesk with AI features and deep customization options.Â
- LiveAgent – A shared inbox that centralizes email, chat, phone, and social messages.Â
- Comm100 – A digital first platform combining live chat, messaging, and automation.Â
- Omnichat – A messaging focused tool designed for chat and social commerce support.Â
1. Desk365
Desk365 is an AI-powered omnichannel helpdesk and support platform designed to help teams manage customer conversations from multiple channels in one unified place. It turns emails, chat messages, web forms, and other requests into organized tickets, giving agents full context and reducing friction in support workflows. Â
Rating: 4.8/5
Here’s why Desk365 earned its spot on the list:
Desk365 brings all customer conversations into one unified timeline, ensuring consistent, fast, and personalized support across every touchpoint.
Microsoft Teams support
Enable customers and internal users to get support without leaving Microsoft Teams.
- Create support tickets directly from Microsoft Teams
- Receive real-time ticket notifications inside Teams
- View ticket status updates instantly
- Reply to agents directly within Teams conversations
This eliminates context switching and keeps support conversations where collaboration already happens.
Email ticketing
Turn every customer email into a trackable support ticket automatically.
- Incoming emails are instantly converted into tickets
- Agent responses are sent via email and logged in Desk365
- Customers can reply directly to emails to continue the conversation
- Configure multiple custom support email addresses for different teams
This ensures no email is missed, lost, or duplicated.
Customer support portal
- Empower customers with a self-service support experience.
- Customers can create and manage tickets through a web portal
- Track ticket progress and view responses in real time
- Access knowledge base articles for faster issue resolution
- Reduce ticket volume with self-help resources
The support portal improves customer satisfaction while lowering support workload.
Why Desk365’s omnichannel features matter?
- One unified inbox for all conversations
- Seamless channel switching without losing context
- Faster resolutions and improved customer experience
- Higher agent productivity with a single workspace
Desk365 ensures your support team is always available, wherever your customers choose to reach you.
Desk365 pricing
- Standard plan starts at $12/agent/month
- Plus plan starts at $20/agent/month
See how customers use Desk365 to streamline internal operations, support external users, and scale efficiently with a helpdesk that truly delivers.
Switch to a better omnichannel customer support platform
2. Zendesk
Zendesk is a widely recognized omnichannel customer support platform that helps teams manage interactions from email, chat, voice, social media, and more in one unified system. It is designed to scale from small teams to large enterprises. Â
Rating: 4.3/5
Here’s why Zendesk earned its spot on the list:
Zendesk earns its place due to its maturity, scalability, and depth of omnichannel capabilities. It is one of the most battle-tested platforms in the market, trusted by global enterprises and fast-growing teams alike. Its ability to handle complex workflows, large ticket volumes, and advanced reporting makes it a benchmark for omnichannel customer support solutions.
Zendesk features
- Unified ticketing across channels (email, chat, phone, social)Â
- AI-powered automation and workflowsÂ
- Customer self-service portals and knowledge basesÂ
- Analytics dashboards for performance trackingÂ
- Integration ecosystem with many business tools Â
Why you should consider it?
- Excellent choice for large or fast-growing organizations
- Highly customizable workflows and reporting
- Strong ecosystem and third-party integrations
Zendesk pricing
- Suite Team: ~$25–$55 per agent/month.
- Suite Professional: ~$115–$149 per agent/month.
- Suite Enterprise: ~$169–$219+ per agent/month
3. Freshdesk
Freshdesk is a cloud-based helpdesk platform offering omnichannel ticketing and automation, designed for growing teams that need simplicity with power.
Rating: 4.4/5
Here’s why Freshdesk earned its spot on the list:
It’s widely appreciated for its ease of use, flexible pricing, and smooth onboarding experience.
Freshdesk features
Omnichannel ticketing (email, chat, social media)
AI-powered automation with Freddy AI
SLA management and workflow rules
Multi-channel reporting dashboards
Broad integration ecosystem
Why you should consider it?
- Quick to deploy and easy to train teams on
- Flexible pricing suitable for startups and SMBs
- Free plan available for a small team
Freshdesk pricing
- Free: $0 – basic ticketing
- Growth: ~$15–$22 per agent/month
- Pro: ~$45–$49 per agent/month
- Enterprise: ~$69+ per agent/month
4. HubSpot Service Hub
HubSpot Service Hub is part of HubSpot’s CRM platform, providing omnichannel support that combines tickets, live chat, email, social messaging, and customer context in a single view. Â
Rating: 4.4/5
Here’s why HubSpot Service Hub earned its spot on the list:
Service Hub earns its place because of its tight integration with HubSpot’s CRM ecosystem. It excels at providing agents with full customer context across marketing, sales, and support, enabling highly personalized service. For businesses already invested in HubSpot, it creates a seamless omnichannel experience with minimal friction.
HubSpot Service Hub features
- Unified inbox for all customer requests
- Ticketing and automated routing
- Chatbots and live chat
- Deep integration with HubSpot CRM data
- Reporting across all interactions Â
Why you should consider it?
- Best suited for teams already using HubSpot
- Strong visibility into the full customer lifecycle
- Excellent reporting and collaboration tools
HubSpot Service Hub pricing
- Free: $0 – basic ticketing and inbox
- Starter: ~$9 per agent/month
- Professional: ~$90 per agent/month
- Enterprise: ~$150 per agent/month
5.Intercom
Intercom is a conversational support platform focused on real-time messaging, combining live chat, bots, and helpdesk tools in one place to deliver connected support experiences. Â
Rating: 4.5/5
Here’s why Intercom earned its spot on the list:
It excels at real-time communication and is built for modern, chat-first support experiences.
Intercom features
- ​Live chat with customizable botsÂ
- Unified message inbox for web, mobile, and socialÂ
- Automated workflows and routingÂ
- Customer data and history in one viewÂ
- Targeted messaging and engagement tools Â
Why you should consider it?
- Perfect for SaaS and product-led businesses
- Strong focus on engagement and response speed
- Advanced automation improves support efficiency
Intercom pricing
- Essential: ~$39 per user/month
- Advanced: ~$99 per user/month
- Expert: ~$139 per user/month
6. Zoho Desk
Zoho Desk is an omnichannel helpdesk that unifies customer communications from email, chat, phone, social media, and messaging into one interface. Â
Rating: 4.4/5
Here’s why Zoho Desk earned its spot on the list:
Zoho Desk offers a strong feature set at an affordable price, making it compelling for small to mid-sized teams wanting AI help, automation, and multi-channel support.
Zoho Desk features
- Unified ticketing
- AI suggestions
- Workflow automation & SLA
- Self-service portals
- Analytics dashboards
Why you should consider it?
- Excellent value for money
- Highly customizable across industries
- Strong AI features even at lower tiers
Zoho Desk pricing
- Free: Available with basic features
- Paid plans: Starting at ~$14 per user/month
7. LiveAgent
LiveAgent is a shared inbox and helpdesk platform that centralizes customer communication across email, live chat, phone, and social media into a single interface. It’s built to help support teams respond faster while maintaining full conversation history.
Rating: 4.4/5
Here’s why LiveAgent earned its spot on the list:
LiveAgent combines traditional helpdesk capabilities with real-time communication tools, making it a strong all-in-one solution for teams that manage high volumes of customer interactions.
LiveAgent features
- Shared inbox for email, chat, phone, and social channels
- Built-in live chat with real-time visitor monitoring
- Call center and VoIP support
- SLA rules and automation workflows
- Knowledge base and customer porta
Why you should consider it?
- Ideal for teams that rely heavily on live chat and phone support
- No need for third-party call center tools
- Strong feature set at a competitive price
LiveAgent pricing
- Free: Limited features for small teams
- Small: ~$15 per agent/month
- Medium: ~$29 per agent/month
- Large: ~$49 per agent/month
- Enterprise: ~$69 per agent/month
8. Comm100
Comm100 is a digital-first customer engagement platform that blends live chat, messaging, AI chatbots, and automation to support real-time and asynchronous customer conversations across digital channels.
Rating: 4.2/5
Here’s why Comm100 earned its spot on the list:
Comm100 excels in environments that require high-volume digital support, advanced automation, and AI-driven customer engagement.
Comm100 features
- Live chat and messaging across digital channels
- AI-powered chatbots and self-service automation
- Omnichannel conversation routing
- Advanced reporting and analytics
- Enterprise-grade security and compliance
Why you should consider it?
- Best suited for enterprises and regulated industries
- Strong automation reduces agent workload
- Scales well for large customer support operations
Comm100 pricing
- Business: ~$39 per agent/month
- Enterprise: Custom pricing based on usage and requirements
9.Omnichat
Omnichat is a messaging-focused customer support platform designed for chat-based and social commerce interactions. It centralizes conversations from messaging apps and social channels into one collaborative inbox.
Rating: 4.5/5
Here’s why Omnichat earned its spot on the list:
Omnichat is purpose-built for businesses that sell and support customers directly through messaging platforms and social media.
Omnichat features
- Messaging-first inbox for WhatsApp, Facebook Messenger, Instagram, and LINE
- Automation workflows and chatbot responses
- Team collaboration and assignment tools
- Customer tagging and conversation history
- CRM and eCommerce integrations
Why you should consider it?
- Excellent fit for eCommerce and social commerce brands
- Strong focus on conversational selling and support
- Simple interface optimized for chat-based workflows
Omnichat pricing
- Starter: ~$25 per user/month
- Growth: ~$45 per user/month
- Advanced: ~$65+ per user/month
What to consider when choosing an omnichannel customer support platform
Before comparing features or pricing, it helps to step back and ask the right questions. An omnichannel platform should support how your customers communicate and how your team actually works. Here are practical questions to guide your decision.Â
1. Does this platform truly keep all conversations in one place?
Can a customer switch from email to chat or messaging without starting over? Make sure agents can see the full conversation history in a single timeline.Â
2. Will my team be able to use this without heavy training?
Is the interface intuitive, or will agents need weeks of onboarding? A tool that is easy to use leads to faster adoption and fewer mistakes.Â
3. Does it support the channels our customers actually use?
List your most common channels today and the ones you may add later. The platform should cover both without forcing workarounds.Â
4. What can be automated, and what still requires manual work?
Look at routing rules, canned responses, SLA tracking, and bots. Ask how much repetitive work the platform can realistically remove from your team’s plate.Â
5. How much customer context do agents see when replying?
Do agents only see tickets, or do they also see past interactions, customer details, and related data from other systems?Â
6. Will this platform scale as our support volume grows?
Can it handle more agents, more conversations, and more channels without becoming complex or expensive too quickly?Â
7. How well does it integrate with our existing tools?
Check integrations with your CRM, ecommerce platform, internal communication tools, and knowledge base. Smooth integrations save time and reduce errors.Â
8. Can we clearly measure performance and customer experience?
Ask what reports are available out of the box and whether you can track metrics like response time, resolution time, and customer satisfaction.Â
9. Can we customize it to match our workflow?
Every support team works differently. Make sure you can adjust workflows, fields, automation rules, and branding without relying on developers.Â
Features to look for in an omnichannel support platform
When choosing an omnichannel support platform, it is helpful to consider both the customer experience and the agent experience. The right features serve both sides and make your support team more effective.
1. Unified conversation inbox
Agents should see all messages from every channel (email, Microsoft Teams, web widgets, chat, phone, SMS, social media, messaging apps) in one place, so no context is lost.Â
2. True conversation continuity
Customers should be able to switch channels without losing their conversation history. The platform should link all interactions into one chronological thread.Â
3. Multi channel support
Look for support across channels your customers use most, such as:Â
- EmailÂ
- Microsoft Teams
- Web widgets
- Web forms
- Live chatÂ
- Social media (Facebook, Instagram, X/Twitter, etc.)Â
- SMS and messaging apps (WhatsApp, Messenger, etc.)Â
- Voice and callsÂ
- Help center or support portalÂ
4. Automation and routing
Intelligent automation saves time. This includes:Â
- Automatic assignment of tickets to the right agentÂ
- Canned replies and templatesÂ
- SLA management and escalation rulesÂ
- Automated follow upsÂ
5. AI assistance and bots
AI tools can help with tasks such as:Â
- Suggesting repliesÂ
- Answering common queries with botsÂ
- Classifying tickets automaticallyÂ
- Summarizing conversationsÂ
6. Customer context and history
Agents should see full customer history, including past conversations, purchases, and notes, so they don’t have to ask the same questions twice.Â
7. Collaboration tools
Features that help teams work together, like:Â
- Internal commentsÂ
- @mentionsÂ
- Shared draftsÂ
- Escalation workflowsÂ
8. Reporting and analytics
Metrics help you measure performance and improve support. Common dashboards include:Â
- First response timeÂ
- Resolution timeÂ
- Customer satisfaction scores (CSAT)Â
- Ticket volume trendsÂ
9. Security and compliance
Depending on your business, look for features like:Â
- Role-based accessÂ
- Data encryptionÂ
- GDPR or other regional compliance supportÂ
10. Scalability and pricing flexibility
A platform should grow with you. Check whether you can start small and add agents, channels, or advanced features as needed without unexpected costs.Â
Frequently asked questions
An example of omnichannel support is when a customer starts a conversation by email, follows up through live chat, and later receives an update by SMS without ever repeating their issue. The support agent can see the full conversation history across channels, so the interaction feels like one continuous conversation rather than separate requests.Â
The 4 C’s focus on creating a smooth and connected customer experience across all touchpoints.Â
- Consistency
Customers should receive the same information, tone, and level of service across every channel. Whether they reach out by email, chat, or social media, the experience should feel familiar and reliable. - Continuity
Conversations should carry over from one channel to another without losing context. Customers should never have to repeat themselves when switching channels. - Context
Support agents should have full visibility into the customer’s history, preferences, and past interactions. This allows for more personalized and efficient support. - Convenience
Customers should be able to choose the channel that works best for them and get help easily, without friction or unnecessary steps.
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