Freshdesk Omnichannel is helpdesk software that allows them to respond to inbound inquiries on all mediums, including phone, chat, and social media. It allows the customer service team to create a multi-channel response for each issue. This ensures a consistent experience for the customer by providing accurate and immediate replies across all mediums from a single dashboard. With this feature, agents can also view tickets they were previously unaware of and respond to them as needed with relevant information.
Freshdesk is built from the ground up with a single aim to create an omnichannel help center that is responsive, scalable, and fully integrates with all other systems. Agents can efficiently work through their tickets, switch between channels, and keep better tabs on customer issues. Admins can streamline team management and consolidate reporting across all support channels from one unified platform. With its Omnichannel dashboard, you get a birds-ey view of your team’s performance across channels. You can even navigate to the ticket queues or chat queues right from this dashboard.
Freshdesk Omnichannel Alternatives
#1 Salesforce Service Cloud
Salesforce Service Cloud is a powerful service engagement solution that empowers organizations to deliver exceptional customer experiences at every interaction. With a multi-channel suite of engagement tools, it automates complex service processes and provides advisors with a self-service interface to perform tasks while empowering customers to resolve their own issues. The platform combines innovative technologies, such as artificial intelligence and natural language processing with advanced data insights to deliver a highly personalized customer experience.
The Salesforce Service Cloud provides companies with a more personalized and proactive CRM solution. It’s built into Salesforce, so it’s available wherever your business is; on the web, in-app, via mobile devices, and on the phone. The Service Cloud offers tools that help you convert high-value leads into customers more quickly, understand your customers better, increase customer satisfaction and loyalty, and provide excellent customer service. It helps you deliver the best customer experience by recommending features that apply to every agent and customer, analyzing each customer’s unique support needs, and delivering service in channels that customers prefer.
Build a fully integrated contact center for sales, service, and marketing, all powered by the same CRM platform. Include capabilities such as predictive analytics, time-saving templates, and unified social capabilities within the same software package. Work with a single point of contact who can design and deploy a holistic service and support solution through our experienced Salesforce Partner Community.
#2 HubSpot Service Hub
HubSpot Service Hub is a customer service software application that allows companies to monitor and manage customer support requests, as well as track sales over customer interactions. It is an integrated software application designed to consolidate customer service and sales efforts by handling both functions in one place. It integrates with the Customer Onboarding System for seamless customer onboarding and can also be integrated with marketing automation software such as HubSpot, Marketo, Eloqua, and Pardot, among others.
HubSpot Service Hub allows your team to provide faster and better customer service while deepening your relationships with customers. It helps your team solve customer problems in an average of 20 minutes with an average customer satisfaction score of more than 90%. Your team can now collaborate on live customer support conversations through the Service Hub app. As a company, you can see real-time coverage and productivity across teams, so you can understand how your support efforts are contributing to your overall customer success.
Vtiger Help Desk is customer support and helps desk software that provides you desk ticketing, live chat, phone and e-mail support, and complete insight into your customers. The Knowledge Base module helps in answering common questions of customers and provides answers to them. Vtiger can also generate customized reports, so you can get insight into how your customers used their support. It provides a consolidated view of support ticket history, status, and other useful information, making it easy to respond to customer requests.
Its Ticketing module provides an easy-to-use ticketing system that lets users create tickets and reports and manage issue statuses. It is a complete solution for any size business, from small businesses to big enterprises. Vtiger Help Desk allows customers to open tickets, view the status of their tickets, and get updates through various communication channels such as e-mail, phone, chat, and others. All in all, Vtiger Help Desk is a great software that you can consider among its alternatives.
Zendesk Suite is a customer service software that helps companies provide great support in their own branded experience. You can create knowledge bases, resolve and respond to customer issues, monitor and measure responses, automate tasks, and more. The Suite offers a comprehensive set of tools that offer an easy and straightforward way to manage every touchpoint with your audience, from help center software, e-mail, and live chat to integrated CRM and live call center services.
Zendesk Support is the ticketing infrastructure that includes support and ticketing agents, a knowledge base, smart search, reporting and analytics, and live chat. The enterprise web-based ticketing solution helps organizations of all sizes to provide exceptional customer service and business value. Cloud-based live chat solution that is designed for businesses with a high volume of chat interactions. Web-based chat software for businesses that wish to integrate chat into their own website. All in all, Zendesk Suite is a great software that you can consider among its alternatives.
#5 Service Creatio
Service Creatio is an intelligent service management platform that enables companies and brands to deliver an amazing customer experience by providing end-to-end management of all customer interactions. It enables businesses to deliver services across any channel, to any customer, across geographies through its universal service management framework. The platform has built-in expense management and real-time analytics capabilities that help enterprises in maximizing their revenues and profits. The patented workflow architecture of Service Creatio enables turnaround time to be reduced by 70% while eliminating human errors by 50%.
It allows customers to track their requests and provides them with proactive updates based on the service request type. It has modern features like a convenient self-service portal, knowledge base, source of truth integration, and social media sharing to attract customers. It also has the functionality that is expected of an enterprise-level help desk software with e-mail support, SLA tracking, ticket management, on-call scheduling, and in-depth reporting.
SAP CRM (Legacy) is a Customer Relationship Management software that is the most popular and powerful enterprise software solution for managing the sales, marketing, and service channels of an organization. SAP CRM allows you to connect all your customer-critical processes, including sales, marketing, service, and support, into one single solution. It enables companies to interact with customers using automated business processes and provide real-time personalized information and service. It allows the integration of different company systems and enables direct data exchange between those systems.
SAP CRM supports marketing, sales, service management, and financials. It has been designed to support numerous business processes within organizations, such as customer acquisition, lead management, order fulfillment, and post-sales activities. The application handles all your tasks related to direct/indirect customers like engagement, quotations, orders, invoicing, and credit notes. All in all, SAP CRM (Legacy) is a great software that you can consider among its alternatives.
SummitAI is a Service Management software that allows you to manage large-scale conferences, presentations, etc., using artificial intelligence. Automating project management, IT service management, and other routine activities and making them available as an API through a Software-as-a-Service (SaaS) model to eliminate costs for on-premises software. It also helps IT departments meet regulatory compliance and reduce operating costs with significantly reduced system administration costs. Users log in from a web portal and can create projects.
Then they are able to add tasks to their project in the same manner as if using Microsoft Project, Jira, or similar project management tools. From there, the system will schedule the tasks and assign resources based on an algorithm that continually learns from historical data and real-time information from related systems. SummitAI provides a flexible services platform that connects people, equipment, and things to the applications that run in the cloud. Moreover, it is hosted in the cloud, so you can use it anywhere.
Verint Engagement Management is a leading provider of management software for customer engagement centers from which our customers can make better decisions. The platform is flexible and extensible to meet our customer’s unique needs and provides organizations with the ability to leverage their customer data in order to deliver real business results. Verint Engagement Management improves the process of data management, interaction, engagement, and response. Automating the functions of data management, interaction channels, and workflows ensures that your organization knows who its right customers are and have instant access to the right person at the right time and on the right channel.
Increase sales opportunities with outbound calling and lead management. Improve agent productivity and reduce agent no-shows by automatically scheduling calls. Generate comprehensive reports by automating your workforce management processes and combining them with real-time contact center monitoring. Moreover, the platform allows organizations to automate the gathering, normalization, enrichment, and analysis of customer and employee engagement data. Additionally, it unifies and transforms real-time and predictive analytics for better customer engagement management.
#9 Sugar Serve
Sugar Serve is a web-based customer services software that gives your business an online self-help center replete with an eCommerce product catalog, interactive FAQs and knowledge base, live chat, and a team dashboard. It offers an online help desk system that can support multiple businesses, departments, or campaigns. It enables companies to consult with customers from anywhere and at any time in a threaded conversation or by phone. Agents can use the tools they need to engage across all channels like e-mails, chats, and phone calls.
They can take complete customer interactions from start to finish and streamline the resolution process. The integrations capabilities make it easy for agents to share information with colleagues and customers. It also provides them with a friendly platform that helps customers get answers, solve issues, and receive support all in one place. Sugar Serve has been gaining popularity among small businesses, especially because of its ability to help clients improve customer service.
#10 Pega Customer Service
Pega Customer Service is a cloud-based, multi-channel customer service solution that helps companies be proactive, responsive, and efficient while providing a superior customer experience. It will help businesses drive revenue, reduce costs and increase customer satisfaction. A great feature is the Pega Live Chat, which allows users to plan, schedule, and start live chat sessions with customers. This feature allows businesses to create time slots and messaging that serve their purposes.
They can also see details of when customers have visited the website and use this information to create better-formed responses. Companies can manage their customer service efforts by automating tasks and activities, providing customers with a self-service portal for addressing their own needs, and routing issues to the correct support team member. All in all, the Pega Customer Service platform helps hundreds of organizations across the globe address their customer service needs.
Oracle Service is a Customer service management software that enables businesses to track, manage and enhance customer service experiences across their customer touchpoints, including social media, sales, call centers, and field service teams. It provides a platform to capture, organize and act on customer feedback; interact with customers across channels such as social media, e-mail, mobile, and more; and deliver exceptional experiences that turn customers into advocates. It was designed to address the needs of both service leaders who manage service delivery teams and human resources (HR), as well as marketing leaders who drive brand experience and lead generation.
The platform offers rich features such as Web self-service, Live chat, Apps for social media, Voice and video chat, Phone self-service, E-mail support, and Knowledge management. To make it developer-friendly, Oracle Service Cloud has its APIs available in the Java, .NET, and REST formats. Through Oracle Service Cloud’s analytics, users can track the daily interactions of customers with them through different touchpoints such as websites, live chats, e-mails, and phone calls.
Astute agent, now named Emplifi, is a customer relationship management software that offers a full spectrum of CRM and marketing automation tools. The software is also compatible with other applications such as MailChimp, SalesForce, etc. The software can be accessed in two different ways: on the web or through a mobile app. The software also offers a number of features to its users, such as enhanced e-mail tracking, process management for every action, lead scoring, predictive lead management, and much more.
Users are able to monitor their accounts and get alerts when their posts are liked or shared. It offers full-fledged Call Center Operations for Inbound calls that can be recorded and tracked as well as sent to agents via the queue. Send bulk e-mail campaigns to your leads as well as drip e-mail campaigns for maximum conversion. Cultivate leads from social media, phone calls, e-mails, and web forms to convert them into prospects or companies. Get data insights into your contacts and sales to funnel to improve your marketing and sales processes.
Userback is a tool that makes it simple and fun to get user feedback, bug reports, and customer satisfaction. It helps developers understand their users and allows them to prioritize features based on user feedback. It enables all levels of your organization to collect user feedback from within the apps and websites they use every day. This helps ensure that you’re building what your customers and users need in the first place, resulting in better quality, better satisfaction, and better adoption of your software.
Userback makes it easy for your team to collect feedback on any business-critical feature or process. Imagine not having to rely on e-mail, phone calls, sticky notes, and endless meetings to get everyone’s input. Imagine putting user feedback at the heart of everything you do. Userback allows you to quickly capture and triage client-reported issues from the field and safely capture feedback from any user who is experiencing a problem with your website.
#14 ServiceNow Customer Service Management
ServiceNow Customer Service Management software provides companies with a central system that unites their customer service channels; Voice, messaging, and social media with their back-end systems, such as help desk ticketing, on-call scheduling, and knowledge management. The solution helps IT organizations address their most complex business challenges, from managing infrastructure to streamlining workflows to securely connecting the extended enterprise. Your users will love the simplicity of self-service in the ServiceNow Customer Service Management software, so they can quickly and easily get the answers they need.
The software offers a suite of products that include a multi-branded self-service portal, the ability to integrate with social channels, and Customer Service Management to increase the efficiency and effectiveness of teams across an organization. ServiceNow Customer Service Management offers intelligent case management and resolution through the use of business rules. Additionally, it provides integrations with other third-party applications, including Salesforce and Tableau. Furthermore, the software features integration with ITIL and ITSM standards.
Issuetrak is the compliant management software that provides the tools and features to resolve the issues and problems of the customers timely. The software provides you the feature of a help desk which allows your customers to connect with you easily and helps you to streamline the complaint process. It allows you to track all the issues and check their status by using the issue tracking feature.
Issuetrak guides the customer about the appropriate time to call so that they do not need to wait any longer. The software allows you to schedule all your complaints and you can organize them on the basis of priority, expertise, and categorically. It is flexible software and it can seamlessly handle a large number of customers. The software provides you the tools which are flexible; help you to automate the issue process, and reduce the solving time.
CloudTalk is a smart call center software that offers more than 40 advanced calling features used by customer support and sales teams, SMEs, or e-commerce. It is quite simple and easy to the understandable solution and accessible over browser and desktop application that means sales and call center teams can make and receive calls anywhere, on any device, with international numbers from 80 countries.
Just like most of the leading platforms, it also integrates with popular CRM, Helpdesk, and eCommerce solutions with predefined one-click integrations, and can be linked to any other tool via an open API that makes it better than others.
With the help of this solution, teams always have access to up-to-date details across all the platforms, and agents can see customer details before they answer the call and make the call more personalized.
Some of its main features include Automated Call Distribution, Interactive Voice Response, Custom reporting, Click to Call, Real-time customer card Call statistics, and Conference call. There is also a real-time dashboard feature where you access it all tools, features, and generate reports.
Freshservice is an IT service desk software, provides plug and play ITIL that complies with best applies without the need for expensive talks or expert opinions. It is a top-rated cloud-based customer support platform that was founded with the mission of enabling companies to provide the best customer service. Its core functionalities, including robust ticketing, asset discovery, accessible knowledge, and CMDB.
The solution is equipped with capabilities such as vendor management, problem management, change management, and release management that attract more audiences around the world. It will also do great work analyzing and resolving problems before they’ve had whatever impact on your business’s productivity. It ties sudden events to common issues and keeps all issues recorded in a known-error database until you have come up with a permanent solution.
It is a cloud-based solution that is easy to install, low maintenance requirements, and effectively run on autopilot. Freshservice includes core features such as primary ticketing, time tracking, IP whitelisting, SLA management, MSP plugin, and custom mailbox, etc. It has a flexible price plan that is scalable to the size of the businesses and depends on what the user needs.
Intercom is a brand new customer support platform that utilizes user intelligence and behavioral targeting to help businesses better understand and benefit from customer communication. The platform gives you insights into who is using your service and also provide a powerful tool to send personal communicators. You can also use this application to send targeted, in-app messages and behavior-driven emails.
It introduces a new and better way to acquire, engage, and retain customers and is ideal for your sales, marketing, and team to better commutation with clients and help businesses to grow faster. Intercom is a simple and easy-to-use platform that has thousands of users around the world who can apply to satisfied their customers and increase their productivity.
It has a unique and advanced tool that allows you to view all your customer data on a single platform, including location, contact details, company name, customer activity, and interaction history, etc. The platform also has a real-time metrics system that attracts more audiences around the world. Intercom includes core features such as A/B testing, live chat, team box, issue resolution, real-time updates, message tagging, user event tracking, and customer user profile, etc.
LiveAgent is a help desk platform that combines several channels into a single and compact package. It is an award-winning platform that has millions of users around the world. The solution includes email support, live chat, and social media integration. LiveAgent is a quite simple but powerful help desk software filled to the brim with the essential helpdesk and other live chat features such as statuses, POP3 accounts gasification, and file sharing, etc.
Satisfied users describe the platform as being the ultimate all-in-one customer support solution, and it scores high on every platform it appears, and innovation efforts of the teams behind the wheel seem to pay off really. It has a large team of professionals who are always busy delivering something new and more. The most prominent features are ticket management, reporting chat overview, live chat, and support multiple languages, etc.
SysAid is a leading cloud-based IT Service Management, and help desk solution that helps users in businesses of all sizes across multiple industries resolve technology relates issues. The solution includes core features such as help desk automation, X patch management, network monitoring, and reporting performance analysis with powerful, customizable dashboards. It offers all the management features for incidents, changes, problems, service level targets, and resolution knowledge.
The solution also includes features like the self-service portal, automation of service desk processes, and password reset. SysAid is also known as the powerful all-in-one IT service management solution that includes mobile device management, hardware patch management, network monitoring, and network discovery. The solution is specially designed to automate the help desk, control assets remotely manage, and analyze performance among other functions.
It is capable of knowing when to escalate support challenges and how to go about it. Inventory management and service history can also be tracked using asset management solutions. SysAid is a completely ideal tool for those who need IT help desk and asset management solution functionalities. It also includes core features such as broadcast messages, chat, CMDB, password reset, ticket management, automation, and monitoring, etc. Like the other help desk management solution, it also has multiple SMB and enterprise plans; each plan has its own cost and core benefits.
Kustomer is a customer service platform that is built to serve the needs of the customers. The platform comes with the AI technology that allows users to tackle the hard questions, and the AI will do the rest from eliminating the menial work that wastes the time of users. It enables users to manage customers and the support system remotely from anywhere.
The platform allows users to give their customers the freedom and flexibility to reach anywhere, anytime on any channel. It resolves all kinds of customer issues, from resolving their questions to empower team members to deliver convenient content.
Kustomer enables users to transform their customers’ experience and build strong and loyal relationships with their customers. It allows users to automate half of their conversations with pre-defined messages. Lastly, it helps in scaling the business without compromising the support process.
Kapdesk is an application that helps you to manage the customer services of your business and provides you the features to contact your customers effectively. The app provides you with a wide range of options like email, live chat, phone calls, and integrated social media channel complaint registration. It allows you to generate complaint tickets for the customers when they launch the complaints. You can access the detailed reports and analyze the performance of your team.
Kapdesk is the omnichannel app that provides you with a complete and comprehensive dashboard to monitor and track the progress of the complaints. You can schedule the complaints on the basis of priorities and expertise. It allows the pop option of live conservation and you can contact the customers to solve their issues in real-time. You can access your dashboard from any remote location and provide you with a centralized database.
AzureDesk is a web-based platform that provides you the features to handle and manage a large number of complaints and respond to your customers immediately. It provides you the feature of ticket management and issues the ticket on the basis of registered complaints automatically. It allows you to convert the email into tickets, and it has the capacity to handle unlimited email addresses. The platform is integrated with other software like JIRA, Slack, etc to provide you the complete services.
AzureDesk improves the tram collaboration and allows you to assign the complaint to your team members based on their expertise. The interface of the platform is user-friendly and customizable which allows you to change the options of the interface according to your business requirements. You can communicate with your customers on various social media platforms as it provides you the options for social media integration. The best feature of this platform is the support center, which is used to answer the customer’s question even in your absence.
Deskun is the web-based help desk software that allows you to solve the problems of the customers in real-time. The software provides you the features to customize the customer portal according to the theme of your business website, and it offers the option to generate tickets for every single complaint. You can send the ticket to your team member directly and it allows multiple members to solve the critical issue simultaneously.
Deskun has the capacity to handle a large number of customers and it is compatible with multiple business units. It offers the features like live chat, phone calls, email, DM, text messages, etc, and allows you to satisfy your customers by early response. You can respond and communicate to your customers on various social media platforms like Facebook, Twitter, etc. The dashboard of the software is quite comprehensive and provides you with the status of the complaints in real-time.
Vision Helpdesk is the customer service software that provides you with a wide range of features to resolve and respond to the complaints and issues faced by your customers. The help desk module of the software allows you to handle multi-channel complaints and your customer can contact you on other social media platforms. The satellite help desk allows you to handle the complaints of your big customers who require technical assistance.
Vision Helpdesk allows you to communicate with your customers in real-time by using the live chat features. The interface of the software is robust and user-friendly and allows you to customize the dashboard. You can directly send the email and text messages to your clients and they can receive the notifications when the issue is resolved. The other remarkable feature of the software is release management, change management, service catalog, problem management, incident and asset management, and knowledge management.
EvantoDesk is the help desk software that allows you to send customized emails to your customers when they launch or register complaints. The software provides you the suggestion to create the proper email and send it to your customer instead of the tickets. It improves your team collaboration and allows your team to resolve the issue in a required time frame. The software allows you to access detailed reports and helps you to analyze and measure the team’s performance.
EvantoDesk sends the email to the customer automatically when their complaint is registered and solved. You can also contact your customers on the various social media platform and you can also personalize your customer portal. It provides you with a centralized dashboard and allows you to monitor and track the progress of any complaint. It is a lightweight software and the interface of the software is simple and user-friendly.
nanoRep is now become part of Bold360 and is available as Genesys DX. This software allows you to interact with the customer in an extremely personalized way and helps you to retain potential customers by resolving their issues. It provides you the chatbots which are based on artificial intelligence and help you to interact with the employees in real-time. The software provides you with more than forty languages and you can interact with your customers on various social media platforms.
The software comes with a wide range of remarkable features such as live chat, messaging, AI chatbots, proactive AI, conversational AI, omnichannel engagement, AI self-service, integrations, APIs, and many others. It allows you to access the statistical reports to understand the behavior and performance of your team as well as your customers. The interface of the software is user-friendly and allows you to customize it with the help of drag and drop features.
JIRA Service Desk is the service-based platform that offers the feature to deliver fast help and services to the customers. It allows you to create a simple and comprehensive dashboard that allows you to showcase all your services and helps your customers to access the required services. Moreover, your team can communicate with your customers and provide them with the proper guideline to use the services. You can easily monitor all the activities related to customer care and track the performances of your team members.
JIRA Service Desk allows you to personalize the service desk according to the theme of your website or landing pages. You can interact with the customers on various social media platforms and resolve their problems in real-time. It allows you to fetch detailed data which you can use to understand the behavior of your customers. In the end, It is a lightweight platform and provides you with a user-friendly interface.
FuseDesk is a web-based software that provides you with a helpdesk that is compatible with various platforms and allows you to communicate with the customers effectively. It helps you to streamline all your customer service processes and offers you various features like email, live chat, phone SMS, Facebook Messenger, Instagram DM, snap chat, Twitter, etc. You can easily use the customized templates which are important to automate the workflow, and you can access the detailed reports to understand the behavior of the customers.
FuseDesk allows you to attract new leads and provides the options to convert them into potential customers. Moreover, it reduces the efforts of your team member by providing workflow automation and reducing the ticket generating process. The software can easily convert the email into tickets and send it to the customers by using personalized templates. You can easily monitor and track all the activities of your customer services in real-time.
AffinityLive Sync is now available as Accelo which is a web-based software that provides the features to boost your services and allows you to communicate with the customers effectively. It helps you to streamline your service business and allows you to deliver the ideal services to your customers. You can easily seamlessly convert any quote into a project and assign the tasks to your team members based on their scope, skills, and availability.
The software is a cloud-based that helps you to access the information of any client from any remote location, and you can also update and monitor the information from any device. It provides you with the analytical reports that you can use to monitor the performance of your organization. The other features are multiple project handling, tickets generation, retainers, billing, and reports. The software allows you to convert the emails into tickets and you can sort the inbox easily.
devContact is a lightweight software that provides simple features to interact with the customers of your business. It offers the issue tracking screen which is based on artificial intelligence and allows you the monitor all the issues reported through email or mobile devices. You can easily create any frequently asked question and publish it on your app and your customers can view it in real-time.
devContact is completely integrated with the SDK and helps you to improve your team collaboration and productivity. The software offers the features that are required for in-app support, and you can communicate with your customers within the app. The best of the software is that it provides you the tools to create the tutorial of your apps with appropriate images and you can publish on your multiple platforms. The interface of the software is robust and user-friendly and allows you to access the features easily.
HP Service Manager is a web-based platform that offers you a customized help desk to handle and manage the issues of the customers of your organization. It is a cloud-based platform that allows you to connect with your customers from any remote location. You can align all the activities of your customer’s service process and respond to the customer at any time easily. The platform allows helps you interact with customers from any other social media platform and provides you with a personalized dashboard.
HP Service Manager allows your team to collaborate in an effective way and offers the advanced-level feature of self-ticketing. Moreover, it provides a self-service portal that allows you to manage the heavy workload and helps the customers to build the IT process workflows. The platform is supported by big data intelligence, and artificial intelligence so you can easily monitor and track all the activities related to customer services and support.