What Is the Best Omnichannel Support System?

For most small businesses in 2025, the best omnichannel support system is Zendesk because of its powerful feature set and proven scalability. However, if you run a small e-commerce store, Gorgias is a top choice. Other businesses seeking AI-driven efficiency will find a compelling solution in Sobot. You can use Sobot AI and the Sobot call center for powerful omnichannel support. This choice is vital in a growing omnichannel market, which is projected to expand 9.5% annually from 2025.

How to Choose the Best Omnichannel Customer Service Software

Choosing the right omnichannel customer service software is a big decision for your business. You need a system that helps your team work better, not harder. This guide will help you find the best omnichannel customer service software for your needs.

What Defines the Best System?

The best omnichannel customer service software connects all your customer conversations in one place. It gives you a complete view of every customer. A key feature is the unified inbox, which puts all messages from email, social media, and live chat into a single feed. Another is AI automation, which uses bots to answer common questions, freeing up your team for complex issues.

The best customer support platforms also offer powerful tools to improve the customer experience. Look for an omnichannel platform with these features:

1. Real-time Inventory Views: Show customers what is in stock right now.
2. Smart Order Routing: Send online orders to the closest store for fast delivery.
3. In-Store Tools: Help your team pick and pack orders correctly.
4. BOPIS Coordination: Manage "Buy Online, Pick-up In Store" orders smoothly.

Evaluating Key Integrations

Your omnichannel customer service software must work with the other tools you use. Integrations with e-commerce platforms are essential. They automate tasks like inventory updates and order processing.

CRM (Customer Relationship Management) software integration is also critical. It brings all customer data together. You can see purchase history, support tickets, and website visits in one place. This helps you deliver a better experience and build customer loyalty. The right omnichannel solutions make this connection seamless.

Planning for Future Growth

Your business will grow, and your customer support software must grow with it. As you get more customers, support volume will increase. A system that is not scalable can cause slow response times and frustrate your team. You need an omnichannel platform that can handle more users and data without performance issues. Choose an omnichannel support system that helps you manage a growing customer base and avoid team burnout. This is a key part of a good customer service strategy.

Tip: Think about your future needs. Will you expand into new markets or launch new products? Your omnichannel customer service software should support that growth.

Understanding Pricing Models

You need to understand how customer service software is priced to manage your budget. Many businesses use one of two main models:

• Per-Agent Pricing: You pay a monthly fee for each person on your support team who uses the software. This model is common for small businesses and is easy to predict.
• Tiered Plans: You pay a flat fee for a package that includes a set number of agents and features. Higher tiers unlock more advanced customer support tools and capabilities.

Evaluate each option to see which fits your small business best. The best omnichannel customer service software offers clear pricing that scales with you.

1. Sobot: Best for AI-Powered Efficiency and ROI

Sobot is the best omnichannel customer service software for businesses that want to maximize efficiency and see a clear return on investment. This omnichannel platform uses powerful AI to supercharge your support team and improve the customer experience. You can transform your customer support operations with its intelligent tools.

Top Benefits

You can achieve significant results with Sobot's customer service software. It helps you reduce customer service costs by up to 30% and resolve tickets 52% faster. This efficiency gives your team more time to handle complex customer issues.

Many businesses see impressive gains. For example, financial service platform Opay used Sobot to:

• Increase its customer satisfaction score from 60% to 90%.
• Reduce overall operational costs by 20%.
• Improve conversion rates by turning more visitors into customers.

This level of performance shows how the right omnichannel customer service software can directly impact your bottom line and build customer loyalty.

Key Features

Sobot provides a suite of AI-powered customer support tools designed for peak performance. Its omnichannel customer service software creates a unified workspace where your agents can manage every customer conversation in one place.

AI That Works for You: Sobot’s AI can reduce resolution times by up to 50%. The AI Agent learns from your knowledge base to provide human-like service 24/7. For your human agents, the AI Copilot suggests replies and drafts summaries, boosting their productivity by 30%.

Other key features include real-time customer support through live chat, a smart ticketing system, and seamless integration with platforms like WhatsApp.

Pros

• Drives Conversions: Turns website visitors into clients, achieving a 38% gain in conversion.
• Boosts Agent Productivity: The unified AI workspace and copilot features help agents work faster and more effectively.
• Enhances Customer Experience: Provides quick, accurate, and real-time support across every channel, improving the overall customer experience.
• Proven ROI: Delivers measurable cost reductions and satisfaction improvements for small and large businesses.

Pricing & Ideal For

Sobot offers custom pricing tailored to your specific needs.

This is the best customer support software for small businesses and enterprises focused on efficiency and growth. If you want an omnichannel platform that uses AI to reduce costs, improve your support quality, and provide a strong return on investment, Sobot is an excellent choice for your customers.

2. Zendesk: The Complete Suite for Omnichannel Customer Service

Zendesk offers a complete omnichannel customer service software recognized for its robust features and ability to scale. Industry reports from Gartner place Zendesk in the 'Leaders' quadrant, noting its strong market presence and comprehensive toolset. This makes it a reliable choice for businesses planning for long-term growth. If you need an omnichannel platform that can grow with you, Zendesk provides a proven foundation for your customer support.

Top Benefits

You can achieve a significant return on investment with this customer service software. A Forrester study found that Zendesk customers can see an ROI of up to 365% over three years. The payback period can be as short as a few months. This omnichannel customer service software also improves the customer experience. Reports show that 80% of customers have a positive experience with its self-service tools, which helps build loyalty.

Key Features

Zendesk provides a wide array of customer support tools to manage your omnichannel customer service. All plans include a core ticketing system, a unified agent workspace, and support across email, social media, and live chat. This ensures your team can handle every customer interaction from one place.

The unified workspace is central to the experience. It brings together conversations from every channel, giving your agents a complete history of each customer. This helps you provide consistent, real-time customer support.

Higher-tier plans add features like community forums, advanced analytics, and skills-based routing to direct each customer to the right agent.

Pros and Cons

Pros:

• Comprehensive Features: Offers a full suite of tools for a true omnichannel support system.
• Proven Scalability: A trusted solution for small businesses and large enterprises alike.
• Ease of Use: Known for its user-friendly interface that helps teams get started quickly.

Cons:

• Complex Pricing: Some users find the pricing tiers difficult to navigate. A Gartner survey noted this challenge.
• Customization Limits: While powerful, it may offer less flexibility for deep customization compared to other platforms.

Pricing & Ideal For

Zendesk’s pricing starts with the Suite Team plan at $55 per agent/month. This plan covers the essentials for omnichannel support. As your needs grow, you can upgrade to plans like Suite Growth or Suite Professional to unlock advanced features like a self-service portal, SLA management, and real-time analytics.

This is the best omnichannel customer service software for businesses that need a powerful, all-in-one solution and expect their support needs to grow. It is ideal if you want a reliable platform and are willing to invest in a system that scales.

3. Gorgias: Top Omnichannel Tool for E-commerce

Gorgias is an omnichannel customer service software built specifically for e-commerce businesses. If you run an online store, this omnichannel platform connects your support channels and sales data in one place. It is designed to help your team provide faster e-commerce customer support and turn service interactions into sales opportunities.

Top Benefits

You can use this customer service software to improve key performance metrics. Some businesses cut their ticket resolution time by 50% and see a 20% increase in customer satisfaction. This is because agents have all the customer information they need. For example, some brands generate up to 40% of their sales through social media conversations managed in Gorgias. This shows how effective omnichannel customer service can be for revenue.

Key Features

Gorgias offers deep integration with e-commerce platforms like Shopify. This connection puts vital customer data, such as order history, directly into the support dashboard. Your agents can see everything without switching tabs.

The platform centralizes all your support channels. You can manage emails, live chat, and social media messages in a single view. This ensures no customer query is missed.

Key customer support tools include automation with macros, which are pre-made responses to common questions. This saves your team valuable time. The omnichannel system also helps you create self-service options for your customers.

Pros and Cons

Pros:

• Built for E-commerce: Deep integrations provide rich customer context for better support.
• Drives Sales: Turns support conversations into revenue with features like abandoned cart follow-ups.
• Centralized Channels: Manages all customer interactions in one unified dashboard for a better experience.

Cons:

• Performance Issues: Some larger businesses report that the system can become slow with high ticket volumes.
• Inconsistent Support: Users have noted that response times from Gorgias's own support team can be slow.
• Complex Pricing: The ticket-based pricing model can become expensive and confusing for small businesses with fluctuating support needs.

Pricing & Ideal For

Gorgias offers several tiered plans, starting with a Starter plan at $50 per month, which includes a set number of tickets.

This is the best omnichannel customer service software for small to medium-sized e-commerce businesses that need powerful, sales-focused customer support. If your primary goal is to manage e-commerce customer support and increase sales through real-time service, Gorgias is a strong contender.

4. Freshdesk: Best Budget-Friendly Omnichannel Platform

Freshdesk is an omnichannel customer service software known for its accessible pricing. You can start with a free plan, making it a strong choice for small businesses and startups. This omnichannel platform helps you manage customer conversations without a large initial investment.

Top Benefits

You can unify your customer support channels with this customer service software. It allows your team to handle inquiries from various sources in one place. This approach improves response times and creates a more consistent customer experience. The main benefit is providing organized omnichannel customer service on a budget, which is crucial for growing businesses.

Key Features

Freshdesk provides essential customer support tools even in its free version. The free plan includes email and social media ticketing, a knowledge base for customer self-service, and basic ticket trend reports. This gives you a solid foundation for your support operations.

As you grow, you can access more advanced features. Paid plans unlock automation tools, access to marketplace apps, and custom reports. These features help you scale your support as your customer volume increases.

The omnichannel platform also offers live chat and phone support in its higher-tier plans, allowing you to build a complete omnichannel experience for your customers.

Pros and Cons

Pros:

• Generous Free Plan: Offers a robust free-forever plan for up to 10 agents.
• User-Friendly Interface: The software is known for being intuitive and easy for teams to learn.
• Affordable Scalability: Provides cost-effective plans as your business needs expand.

Cons:

• Performance Lags: Some users report slower performance during periods of high ticket volume.
• Limited Integrations: Its integration library can be less extensive compared to competitors for certain niche tools.
• Costly Advanced Features: Accessing premium tools like advanced AI can significantly increase the price.

Pricing & Ideal For

Freshdesk’s pricing is one of its biggest draws. The free plan offers a great starting point. Paid plans like Growth start at just $15 per agent/month. This makes it one of the most affordable options available.

This is the best omnichannel customer service software for small businesses, startups, and teams with a tight budget. If you need a functional, easy-to-use omnichannel solution that can grow with you without breaking the bank, Freshdesk is an excellent choice. It provides the core features you need for real-time customer support.

5. Intercom: Best for Proactive Customer Engagement

Intercom is an omnichannel customer service software designed for businesses that want to actively engage with website visitors. You can use this omnichannel platform to start conversations, capture leads, and provide real-time support. It helps you connect with each customer at the right moment, turning interactions into opportunities.

Top Benefits

You can use Intercom to turn your website into a powerful conversion tool. The customer service software helps you proactively message visitors and guide them through your sales funnel. For example, by using targeted messages on its website, the company Copper generated $36k in new revenue in just one month. This proactive approach can improve the overall customer experience and build customer loyalty. Another company, Amplitude, saw a 30% higher engagement rate by creating personalized journeys for its customers.

Key Features

Intercom offers a suite of customer support tools focused on proactive communication. Its live chat messenger is a core feature, allowing for real-time conversations. The omnichannel platform also includes an AI chatbot named Fin.

Fin is an AI assistant that can instantly resolve up to 50% of common support questions. It pulls answers directly from your help content and can communicate in 43 languages, providing a consistent experience for your global customer base.

This omnichannel customer service software also allows you to create targeted outbound messages and product tours to onboard new users.

Pros and Cons

Pros:

• Proactive Engagement: Excellent for starting conversations and guiding the customer journey.
• Powerful AI: Fin chatbot automates a significant portion of support queries.
• Lead Generation: Proven to increase website conversion rates and generate sales opportunities.

Cons:

• High Cost: Can be one of the more expensive options, especially for small businesses.
• Complex for Simple Needs: The extensive feature set may be overwhelming if you only need basic support.
• Learning Curve: Mastering all the features for proactive campaigns can take time.

Pricing & Ideal For

Intercom’s pricing starts with the Essential plan at $39 per seat/month. More advanced features for proactive support and automation are available in higher-priced plans.

This is the best omnichannel customer service software for sales and marketing-focused businesses that want to use their support channels to drive growth. It is ideal for small to large companies that prioritize proactive engagement and can invest in a premium tool to improve their customer interactions.

6. HubSpot Service Hub: Best for an Integrated CRM Approach

HubSpot Service Hub is an omnichannel customer service software designed to work seamlessly within the HubSpot CRM platform. If your business already uses HubSpot for marketing or sales, this omnichannel platform unifies your customer data into one place. This integration helps you build a complete and effective customer service strategy.

Top Benefits

You can gain a powerful advantage by connecting your support data with your CRM. This omnichannel customer service software gives your team a complete history of every customer interaction.

• Your support team can see marketing emails a customer has opened.
• They can view past sales conversations.
• All departments can record notes on the same customer record.

This unified view helps you deliver a more personalized and efficient customer experience. When every team works from the same data, your businesses can provide better real-time support.

Key Features

HubSpot Service Hub is built around a shared CRM record. It offers essential customer support tools to manage your omnichannel operations. Key features include a universal inbox for email and live chat, a help desk with ticketing automation, and a knowledge base for customer self-service.

The main feature is its native CRM integration. Unlike other platforms that require syncing, this customer service software is fully embedded. Your agents can access ticket status, conversation history, and customer data from a single, clean screen.

This design ensures your team has all the information they need to help customers quickly.

Pros and Cons

Pros:

• Unified Customer View: Automatically connects service, marketing, and sales data for a full 360-degree view of the customer.
• Ease of Use: Features a clean, modern interface that is intuitive for agents to learn and navigate.
• Native Integration: No extra connectors are needed to align your support team with other departments.

Cons:

• Ecosystem Dependent: You get the most value when your businesses are committed to the HubSpot ecosystem.
• Costly Advanced Tiers: Accessing features like SLAs and advanced automation requires expensive Professional or Enterprise plans.

Pricing & Ideal For

HubSpot offers free tools to get you started. Paid plans begin with Service Hub Starter at around $9 per seat/month (billed annually). For more advanced automation, the Professional plan starts at $90 per seat/month and includes a significant setup fee.

This omnichannel customer service software is ideal for businesses that want to consolidate their sales, marketing, and support efforts onto a single platform. If you are looking for a powerful, integrated experience and are already using or planning to use the HubSpot CRM, this is an excellent choice for managing your customers.

7. Front: Best for Collaborative B2B Support Teams

Front is an omnichannel customer service software that feels like a shared email inbox. You can use this omnichannel platform to manage communications for B2B businesses. It brings team collaboration directly into your support workflow. This approach helps your team work together to solve each customer issue.

Top Benefits

You can improve team efficiency with this customer service software. Front allows your team to assign, comment on, and share conversations without leaving their inbox. This creates a better experience for your team and your customers. The platform helps you manage high-value customer relationships. It ensures every customer gets a coordinated response from your business.

Key Features

Front’s main feature is its universal inbox. It combines emails, live chat, and social media messages into one view. This omnichannel customer service software also offers powerful internal collaboration customer support tools.

You can use internal comments to discuss a customer issue right next to the conversation. This keeps your team aligned and provides context for every interaction. Your customer never sees these internal notes.

The omnichannel platform also integrates with other business tools like Salesforce and Jira. This helps you connect your support data across different departments.

Pros and Cons

Pros:

• Strong Collaboration: Excellent for teams that need to work together on customer issues.
• Familiar Interface: The email-like design is intuitive for most users.
• Internal Communication: Keeps team discussions organized and attached to customer conversations.

Cons:

• Limited Reporting: Its analytics features are less advanced compared to other dedicated support tools.
• Higher Price Point: Can be expensive for small businesses or teams with simple needs.
• Not a Traditional Ticketing System: Lacks some standard help desk features like advanced ticket routing.

Pricing & Ideal For

Front’s pricing starts with the Starter plan at $19 per person/month (with a minimum of two people). More advanced plans unlock features like analytics and integrations.

This omnichannel customer service software is best for B2B businesses that prioritize team collaboration in their support process. If your team needs to manage complex customer accounts together, Front provides a unique and effective solution to improve the customer experience.

8. Tidio: Best Value with a Robust Free Plan

Tidio is an omnichannel customer service software that offers great value, especially for businesses starting with a limited budget. You can use its robust free plan to manage customer conversations from your website and social media. This omnichannel platform is designed for simplicity, helping you get started quickly.

Top Benefits

You can immediately improve your customer support with Tidio's customer service software. It allows your team to handle multiple conversations from a single dashboard. This unified approach helps you provide faster responses and create a better customer experience. For new businesses, this means you can offer professional-level support without a significant financial investment, helping you build trust with every customer.

Key Features

Tidio provides essential customer support tools centered around live chat and AI chatbots. The omnichannel platform lets you engage with website visitors in real time. You can also build simple chatbots to answer common questions from any customer automatically.

The free plan provides a solid start but has some important limits. You can have up to three chat operators, but chatbot conversations are capped at 100 unique visitors per month.

This allows you to test the service and see its impact. As your needs grow, you can upgrade to access more advanced features and higher usage limits for your support team.

Pros and Cons

Pros:

• Generous Free Plan: Offers a free-forever plan with core features for up to three users.
• Easy Setup: Known for its simple installation and intuitive interface.
• All-in-One Inbox: Combines live chat, email, and Messenger into one place for a better experience.

Cons:

• Limited Free Plan Usage: The free plan has strict limits on chatbot conversations, which may be too low for many businesses.
• Modular Pricing: Adding more features or increasing limits requires separate plan upgrades, which can become complex.

Pricing & Ideal For

Tidio operates on a freemium model. The free plan is a great entry point. Paid plans are modular, starting with the Communicator plan for more operators and the Chatbots plan for more automated conversations.

This omnichannel customer service software is the best choice for small businesses or startups that need a simple, low-cost way to manage customer conversations. If you want a functional omnichannel solution to support your customer base without an initial cost, Tidio is an excellent starting point. This customer service software helps you grow.

9. Zoho Desk: A Powerful Multi-Channel Omnichannel Solution

You can use Zoho Desk to manage customer conversations across multiple channels. This platform is part of the larger Zoho ecosystem, which offers a suite of business tools. If your business already uses Zoho products, this omnichannel solution provides a native integration for your support operations.

Top Benefits

Zoho Desk helps you bring different support channels into one system. This allows your team to track every customer interaction without switching between apps. The main benefit is creating a more organized workflow for your agents. A structured process helps your team provide a consistent customer experience.

Key Features

The platform offers features that scale with your needs. All plans include a ticketing system and a knowledge base for customer self-service. As you move to higher-tier plans, you unlock more powerful tools.

For example, the Professional plan adds multi-department ticketing and process automation. However, you need the Enterprise plan to access the full omnichannel feature set, which includes built-in live chat and Zoho's AI assistant, Zia.

This structure means you can start with the basics and add capabilities as your business grows.

Pros and Cons

Pros:

• Scalable Plans: Offers different tiers to match your business size and budget.
• Ecosystem Integration: Works seamlessly with other Zoho products like Zoho CRM.
• Process Automation: Provides tools to build custom workflows for your support team.

Cons:

• Key Features are Gated: Essential features like live chat and AI are only in the most expensive plan.
• Complex for New Users: The large number of features can be overwhelming if you are not familiar with the Zoho ecosystem.

Pricing & Ideal For

Zoho Desk uses a per-agent pricing model. The Standard plan starts at $20 per agent/month. The Professional plan is $35 per agent/month, and the Enterprise plan is $50 per agent/month.

This is one of the best omnichannel solutions for businesses already committed to the Zoho software suite. If you want a support platform that integrates deeply with your existing Zoho tools and can scale with your team, Zoho Desk is a strong option for your customer needs.

10. Gladly: Best for a Radically Personal Approach

You can use Gladly to shift your support from tickets to people. This omnichannel platform centers every interaction around the customer, not the case number. It helps you build a continuous conversation history with each customer. This approach is designed to deliver a radically personalized experience.

Top Benefits

You can build stronger customer relationships with Gladly. The platform's people-centric model helps your agents see the full story of every customer. This context reduces the need for customers to repeat themselves. One user noted the tool was "extremely helpful" and led to a more "satisfying and productive" workflow. This focus on the individual can improve both agent efficiency and customer loyalty.

Key Features

Gladly organizes all communication into a single, lifelong conversation for each customer. This omnichannel system gives your agents a complete timeline of every interaction.

The platform offers channel independence. Your team can switch between voice, chat, email, and social media within one unified interface. This ensures a seamless support experience for the customer.

Key features that enable this approach include:

• A single, lifelong conversation thread for every customer.
• Rich customer profiles with past interactions and preferences.
• A complete, contextual view of the customer's entire journey.

Pros and Cons

Pros:

• People-Centric Model: Focuses on the customer, not tickets, for more personal interactions.
• Strong Partnership: Users praise the company for its dedicated support, with one director calling them a "phenomenal company to partner with."
• Unified Communications: Brings all channels into one view to improve agent workflow.

Cons:

• High Cost: The platform is noted as being "pricey compared to some options."
• Minimum Agent Requirement: It is designed for teams with at least ten live customer service agents.

Pricing & Ideal For

Gladly offers custom pricing based on your business needs.

This omnichannel platform is best for customer-centric businesses that want to provide a deeply personalized support experience. It is ideal for companies with at least ten agents that are willing to invest in a premium tool to foster long-term customer relationships.

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After reviewing the top contenders, Zendesk remains our top pick for an omnichannel support system that can scale indefinitely. Ultimately, the best omnichannel support system solves your biggest problem for each customer. Choose Sobot for AI-driven efficiency, Gorgias for your Shopify store, or Freshdesk for a strict budget. The future of omnichannel support is AI, creating a hyper-personalized experience for every customer. This technology will soon handle most customer interactions. You can prepare your omnichannel customer support now.

Ready to see how AI can transform your customer journey? Book a demo with Sobot and embark on your new contact journey.

FAQ

What is the difference between omnichannel and multichannel?

Multichannel support offers your customer many ways to connect with you. Omnichannel support connects these channels together. This gives your team a single view of every customer interaction, creating a seamless experience for the customer.

How does an omnichannel system improve the customer experience?

You can create a better experience for every customer. An omnichannel system remembers a customer's history across all channels. This means a customer does not need to repeat their problem. Your team can provide faster, more personal help.

Can a small business benefit from an omnichannel platform?

Yes. An omnichannel platform helps you provide professional support, even with a small team. It organizes all your communications in one place. This saves you time and helps you build strong relationships with each customer.

What is the first step to implementing an omnichannel strategy?

Your first step is to understand your customer journey. You should map out all the touchpoints where people interact with your business. This helps you see which channels are most important to connect first.

See Also

Your Essential Handbook for Seamless Omnichannel Call Center Solutions

A Ten-Step Blueprint for Deploying Omnichannel Contact Center Success

Discovering The Premier Customer Service Software Solutions For The Year 2024

Achieving Excellence In Customer Support Through Live Chat Mastery

Elevate Your SaaS Support Using Effective Live Chat Engagement Strategies