Top 5 best omnichannel customer engagement software in 2024

Imagine this: you're part of a customer service team juggling emails, social media messages, live chats, and phone calls all at once. You're trying to keep up with your customers' questions, complaints, and feedback, but it feels like a never-ending game of whack-a-mole. You respond to a Facebook message, only to find nine new emails waiting for you. By the time you tackle those, your live chat is buzzing with more inquiries. It’s exhausting, right?

You're not alone! 

Studies show that companies needing help with communication across different platforms retain only 33% of their customers.

And that’s where you enter omnichannel customer engagement software – your new best friend in the digital age. These tools integrate all your customer interactions into one cohesive system, making it easier to manage and respond promptly. 

Join us as we explore the top 5 omnichannel customer engagement software options that will transform how you connect with your customers and take your business to new heights!

What is omnichannel customer engagement software?

Omnichannel customer engagement is the best way to connect with your customers in 2024. It helps the sales and customer support team maintain flawless and personalised communication with all customers across multiple channels. Whether you’re connecting with your prospects via email, WhatsApp, SMS, live chat, or any other channel you can provide them with a unified experience using an omnichannel customer engagement strategy.  

Customers love the omnichannel approach as they don’t need to repeat information if they switch the communication channel. In fact, companies with a strong omnichannel approach have an 89% customer retention rate.   

Here's how adopting omnichannel customer engagement software can benefit your business and customer loyalty:

• Improved customer satisfaction: By providing consistent and personalised service across channels, you can build stronger relationships with your customers and increase their satisfaction. Happy customers are more likely to become loyal brand advocates.
• Increased sales: By streamlining communication and making it easier for customers to get the information they need, you can remove roadblocks to purchase and ultimately boost sales.
• Broad channel support: Omnichannel software allows you to meet your customers where they are, whether it's on social media, messaging apps, or traditional channels like email and phone.
• Data unification and segmentation: The software gathers customer data from all touchpoints, giving you a 360-degree view of your customer base. This unified data allows for better segmentation and personalization of marketing campaigns.
• Better data insights: By analysing customer interactions across channels, you can gain valuable insights into their preferences and behaviour. This data can be used to improve your marketing strategies, product development, and overall customer experience.

📚 Read more: Everything you need to know about omnichannel customer experience.

Criteria for choosing the best software

Now you know the importance of omnichannel software for your business. But how are you going to choose the right software? 

Here are some key features that can help you select the ideal omnichannel customer engagement software:

1. Integration capabilities

You may already be working with different software like CRM, business tools, and other automation tools. So, any new software that you bring into your business should integrate with other tools seamlessly to eliminate data silos. 

2. User-friendly interface

Having a user-friendly interface is a no-brainer. Software should be easy to navigate and learn for your customer service team to help you maximise efficiency. 

3. Data analytics tools and reporting  

Robust analytics and reporting features are essential for measuring the success of your customer engagement efforts. So, look for a platform that provides insightful dashboards and reports to track key metrics like customer satisfaction, resolution rates, and agent performance.

4. Customer support

Customer support is vital for every service-based business. And when it comes to omnichannel customer engagement platforms it becomes even more important. So, ensure that your providers are always eager to help you whenever you face an issue with their software. 

How did we select our top 5 picks? 

To compile our list of the top 5 omnichannel customer engagement software options, we employed a multi-pronged approach:

• Market research: We analysed industry reports and trends to identify leading software providers in the omnichannel space.

• User reviews: We considered user reviews on popular software review platforms to gain insights into real-world experiences with different solutions.

• Expert opinions: We consulted articles and recommendations from industry experts and analysts specialising in customer relationship management (CRM) software.

Top 5 best omnichannel customer engagement software in 2024

1. Trengo

On top of our list is Trengo. It is an all-in-one solution for businesses that want to deliver an exceptional customer experience. 

Here’s why you should choose Trengo as your omnichannel customer engagement software in 2024: 

Key features and functionalities:

• Unified inbox: Streamline your communication by managing all customer interactions (email, social media, live chat, etc.) from a central location. No more jumping between different platforms! 
• Multichannel support solution: Trengo caters to how your customers want to communicate, offering support through email, social media, WhatsApp Business, website widgets, chatbots, and more.
• Automation powerhouse: Free up your team's time by automating repetitive tasks. Trengo can handle everything from ticket organisation and assignment to generating reports and sending standard replies. Their automation features will help you scale your service in no time.
• Seamless integrations: Connect Trengo with your existing CRM, marketing, and productivity tools to create a unified workflow. No coding required!
• WhatsApp integration: Stand out in 2024 with native WhatsApp Business integration, allowing you to connect with customers on their preferred platform.

Trengo pros and cons:

✅ User-friendly interface: Trengo is designed to be easy to learn and use, even for non-technical teams.

✅ Scalable plans: Trengo offers tiered pricing plans to fit the needs of businesses of all sizes.

✅ All-in-one solution: Trengo eliminates the need for multiple customer support tools, saving you time and money.

✅ Excellent customer support: Trengo provides comprehensive onboarding, ongoing technical support, and a knowledge base to answer your questions.

❌ Limited free plan features: The free trial only offers a taste of Trengo's capabilities. Unlocking the full potential requires a paid subscription.

❌ Newer player in the market: Compared to some established customer support platforms, Trengo is younger than the others.

Why Trengo Stands Out in 2024?

In today's competitive landscape, businesses need to go beyond the basics of omnichannel support. Trengo's focus on AI, automation, WhatsApp integration, and user-friendliness positions it as a strong choice for businesses looking to elevate their customer experience in 2024.  

Whether you're a small startup or a growing enterprise, Trengo offers a scalable solution that can adapt to your needs.

2. Zendesk

On the second number, we have Zendesk. It comes with a comprehensive suite of features for all businesses. 

Key Features and Functionalities:

• Multi-channel connection: Zendesk helps with customer interactions on all platforms including email, phone, chat, social media, etc, keeping everything streamlined in one location. 
• Scalability: Whether you're a small startup or a customer service behemoth, Zendesk scales to fit your needs. It can easily handle small teams or large enterprises with high ticket volume.
• Data-driven decisions: Zendesk empowers you with insightful reports and analytics. You can utilise the data to improve your future support strategy. 
• App integration: Zendesk boasts a vast app marketplace, allowing you to integrate hundreds of third-party tools to create a customised customer service experience.

Zendesk pros and cons:

✅ Large feature set: Zendesk offers a powerful all-in-one solution for managing all aspects of customer service.

✅ Scalability: It can adapt to the needs of businesses of all sizes, making it a future-proof investment.

✅ Actionable insights: Gain valuable data and insights to improve your customer service strategy.

❌ Cost considerations: Zendesk's pricing can be a barrier for small businesses.

❌ Learning curve: For new users, the platform can have a steeper learning curve compared to simpler solutions.

❌ Support shortcomings: Some users need more-than-stellar customer support from Zendesk itself.

Why Zendesk remain a top choice in 2024? 

Despite some drawbacks, Zendesk remains a good choice for several reasons. Its robust feature set, scalability, and focus on data-driven decision-making make it ideal for businesses looking to centralise their customer service operations and gain valuable insights.

3. HubSpot

HubSpot is a powerful platform known for its marketing and sales automation tools, but it also offers a robust solution for omnichannel customer service. 

Key features and functionalities:

• Unified customer platform: You can connect HubSpot’s omnichannel software with HubSpot CRM to enjoy a 360-degree view of your customer data across all platforms. 
• Omnichannel support: Meet customers where they are, offering support through email, live chat, social media messaging (like Facebook Messenger), and more.
• Seamless channel switching: Effortlessly switch between channels within a single platform, maintaining full conversation context for a smooth customer experience. No more jumping between different interfaces!
• AI-powered assistance: Boost your team's efficiency with AI-powered features that suggest recommended replies and next steps, helping them resolve issues faster.
• Centralised collaboration: Coordinate large support teams and centralise all customer conversations on a single platform. This eliminates the need for handoffs and ensures everyone has the context they need.

HubSpot pros and cons:

✅ Unified platform: HubSpot’s omnichannel integrates seamlessly with other HubSpot tools like CRM and marketing automation.

✅ Omnichannel support: Meet customer expectations by offering support on their preferred channels.

✅ AI assistance: Improve agent efficiency and customer satisfaction with AI-powered features.

❌ Learning curve: HubSpot offers a wide range of features, which can have a steeper learning curve for new users compared to simpler solutions.

❌ Pricing: While HubSpot offers a free trial, paid plans can be cost-prohibitive for some small businesses.

Why did HubSpot make it to the top 5? 

HubSpot Service Hub is a powerful solution for businesses seeking a comprehensive omnichannel customer service platform.  However, if you're a small business with a limited budget or prioritise a super user-friendly interface, you might want to explore other options on this list.

4. Freshdesk

Freshdesk is a popular helpdesk solution that's making waves in the omnichannel customer service space. Let's see why it might be a perfect fit for your business in 2024.

Key features and functionalities:

• Helpdesk hero: Freshdesk offers robust helpdesk features, allowing you to manage tickets, track conversations, and resolve customer issues efficiently.
• Omnichannel: Seamlessly connect with your audience on all the platforms including email, social media, and live chat
• AI-Powered assistance: Leverage AI-powered chatbots to answer simple questions, deflect tickets, and streamline your support operations.
• Automation: Automate repetitive tasks like ticket routing, assigning agents, and sending notifications, freeing up your team's time for more complex issues.

Freshdesk pros and cons:

✅ User-friendly interface: Freshdesk is easy to learn and use, even for non-technical teams.

✅ Affordability: Freshdesk offers a free plan and affordable paid plans, making it accessible to businesses of all sizes.

✅ AI integration: Boost efficiency and personalise the experience with AI-powered features.

❌ Limited customisation: Freshdesk's customization options might be more basic than some competitors.

❌ Analytics: While Freshdesk offers reporting features, they might be less comprehensive than what some businesses require.

❌ Scalability concerns: Freshdesk may not be the best choice for larger enterprises. 

Why can Freshdesk be a good choice in 2024?

Freshdesk strikes a sweet spot between affordability and functionality, making it a great choice for businesses of all sizes. Its user-friendly interface makes it easy for teams to assemble and become more productive quickly. However, if extensive customisation options or in-depth analytics are your top priorities, you might want to reconsider your choice.

5. Salesforce Service Cloud 

Imagine a central nervous system for your entire customer service operation. That's how Salesforce Service Cloud operates. It connects all your customer interactions across various touchpoints, giving you a unified view and the tools to manage them conveniently.

Key features and functionalities:

• Customer service command center: Manage all aspects of customer service including ticketing and live chat from a single platform.
• AI for the win: Leverage predictive AI to anticipate customer needs, personalise interactions, and streamline issue resolution.
• Omnichannel orchestrator: Connect with customers on their preferred channels (email, social media, phone, etc.) and ensure a seamless experience across all touchpoints.
• Advanced analytics tools: Salesforce's robust analytics give you deep insights into customer behaviour, agent performance, and campaign effectiveness. Use this data to optimize your customer service strategy and identify areas for improvement.
• Customisation: Salesforce gives you complete control to personalise dashboards, reports, and workflows to fit your business needs.

Salesforce pros and cons:

✅ Unified platform: Get a 360-degree view of your customers and manage all interactions from one central platform.

✅ Powerful analytics: Gain valuable insights to optimise your customer service strategy and improve business outcomes.

✅ Extensive functionality: Salesforce Service Cloud offers a comprehensive suite of features to address all your customer service needs.

✅ Scalability: The platform scales with your business, making it a future-proof investment for large enterprises.

❌ Cost considerations: Salesforce Service Cloud can be expensive for small and medium-sized businesses.

❌ Complexity curve: The platform's extensive features can have a steeper learning curve.

Why does Salesforce Service Cloud remain a top contender in 2024?

If you're a large enterprise looking for a comprehensive and scalable omnichannel customer service solution, Salesforce Service Cloud is worth considering.  However,  be prepared for a significant investment and a potential learning curve for your team.

📚 Read more: How will an omnichannel communication platform improve customer experience?

Comparison of the top 5 omnichannel customer engagement software

Here is a summarised table of our top picks. 

📚 Read more: The top 3 omnichannel customer support tools in 2024

Choosing the Right Fit:

The ideal omnichannel customer service solution depends on your specific needs and budget. Here's a quick guide:

• For a simple user interface but features complex enough to cover most of your business’s needs, choose Trengo.
• For a user-friendly and affordable option consider Freshdesk.
• For extensive scalability and data-driven insights, Zendesk can be a good fit.
• For a unified platform with CRM and marketing automation HubSpot Service Hub is a strong contender.
• For large enterprises with complex needs, Salesforce Service Cloud offers the most comprehensive feature set

How to choose the right omnichannel customer engagement software for your business?

Selecting the right omnichannel software is crucial. But how are you going to choose when you have so many options available? Here's a quick guide to help you in this situation:

Self-assessment:

To choose the right omnichannel communication platform, start by analysing your current customer service operations to identify strengths and weaknesses. Next, pinpoint your preferred customer support channels, whether it's email, phone, or social media to confirm that your engagement platform includes all of them. 

Finally, consider your future growth plans and budget limitations to ensure the platform can scale with your business and remain cost-effective.

Key Selection Factors:

Here are a few features to consider:

Budget: Match features to your budget (free plans to premium options).

Company size: Choose software that scales with your business (small vs. enterprise).

Must-have features: Prioritize features like automation or advanced analytics.

User-friendliness: Consider your team's technical expertise.

Integrations: Ensure compatibility with existing CRM or marketing tools.

Implementation checklist:

When selecting an omnichannel customer engagement platform, plan for a smooth data migration from your old systems. Ensure thorough training for your customer service team and dedicate time for testing and refinement before a full rollout to ensure a seamless transition.

Take your pick!

In conclusion, omnichannel customer engagement is no longer a luxury, it's a necessity.  By providing a unified and personalised experience across all channels, businesses can cultivate strong customer relationships, boost sales, and gain valuable insights.

Our top 5 picks of this blog were:

• Trengo: User-friendly, affordable, WhatsApp integration.
• Zendesk: Scalable, data-driven, vast app marketplace.
• HubSpot: Unified platform with CRM & marketing automation.
• Freshdesk: Budget-friendly, user-friendly for SMBs.
• Salesforce Service Cloud: Enterprise-grade, powerful analytics & customisation.

But the right fit depends on you. Most software offer free demos that you can try and know you’re investing in the right place. 

Ready to take the omnichannel leap? You can start with Trengo! Just schedule a free demo and experience the omnichannel approach. 

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