Top 10 omnichannel customer service software in 2025

From being just a transactional checkbox to becoming a significant relationship lever for businesses, the customer service space has come a long way. As the market becomes more dynamic by the day, businesses need a strong omnichannel communication strategy that can transcend the regular service channels like phone and SMS.

An omnichannel customer support software will help you achieve a seamless customer support strategy that is consistent across all customer touchpoints. In this article, we have curated for you a well-researched selection of the top 10 omnichannel customer service software for unified support. You can use this comprehensive guide to identify the solution that works best for your business use case.

How to choose the right omnichannel customer service software for your business

Picking the omnichannel customer service software that best fits your business is no mean feat. With so many options available today, it can turn into quite an overwhelming task. But we've got your back. Simply follow this must-have feature checklist when assessing omnichannel software tools:

• One-view of the customer: Ensure the tool you choose can capture and organize all key information, such as demographics, purchase history, renewal details, and the history of interactions, about every customer across all communication channels.

• Personalization capabilities: The tool should enable your service agents to tailor their support and service interactions with your customers to their specific needs and preferences.

• Cross-channel synchronization: Irrespective of which communication channel your customers reach out to you from, they should experience continuity in their interactions with your support team. They should be able to hop from phone to live chat support without having to relay the same information repeatedly to your service agents.

• Scalability: The omnichannel software you pick should ideally grow with your business. Assess the tool's built-in ability to handle a steady increase in the volume of customer interactions.

• Reporting and insights: You'll need to make investment bets on different channels. This is where your omnichannel software can help you with data-driven decision-making based on channel-wise performance on key metrics, such as customer satisfaction score, and resolution time.

The top 10 omnichannel customer service software in 2025

Now that you are familiar with the evaluation checklist for selecting the right omnichannel software, let us take a look at the 10 best tools available on the market.

Before we explore each tool's core capabilities plus their pros and cons, it might help to get a quick overview.

You can treat this comparison table as your cheat sheet when evaluating the right tool for your business. And now, let us get to the detailed information you will need to handpick from this curated shortlist of top 10 omnichannel software solutions.

1. Freshdesk

If you are looking for an AI-powered, omnichannel customer service solution that is not too expensive for your business, we have something to offer. Freshdesk is an all-in-one AI-powered customer service solution for teams looking to enhance productivity and deliver stellar customer support. Armed with AI automation, your teams enjoy a broad channel coverage and full customer context in a unified workspace.

The powerful array of features with Freddy AI can significantly upgrade your entire customer service infrastructure.

Key features

• Omnichannel support: Meet your customers wherever they are—be it via email, text, social, or other channels. Not just that, enable your support agents to get the complete, cross-channel context of past customer conversations so that they can assist them with full context.

• Freddy AI Agent: Freddy is your team's 24/7 assistant that automates support workstreams, boosts productivity, and systematically tracks performance metrics. Trained on customer service use cases, this AI capability can enhance your support teams' responses.

• Advanced ticketing: Close customer queries and tickets faster with AI-powered automation of customer support workflows.

• Self-service: Get your customers' issues resolved round the clock with Freddy AI-assisted, personalized support available across channels.

• Unified agent workspace: No need to make your team waste time hopping across tools. You can bring all data, tools, and processes together into one platform for maximum efficiency and convenience.

• Streamlined admin: Free up your support admin with Freddy AI, workflow automation, and easy customizations.

• Intelligent insights and analytics: Move from a reactive to a proactive customer service and support approach. Built-in data insights help you stay on top of trends and emerging issues so that you can prepare and plan well in advance.

• Out-of-the-box integrations: Connect the tools and business apps that your team frequently uses with Freshdesk's native integrations, such as Slack, Salesforce, and MS Teams, without having to pay for costly add-ons.

Pros

• Intuitive and easy-to-adopt solution, thanks to Freddy AIassistance and automation

• Reduced ticket volume, resulting in less clutter. AI-powered automation and self-service options cause repetitive inquiries to go down enabling your support team to focus on more complex issues.

• Faster issue resolution and streamlined service delivery across channels, all in a unified platform

Cons

• First-time setup might sometimes take some time, especially if complex customizations are required

• Learning curve can be a bit steep for advanced features

What customers say

A retail and e-commerce company based in North America, Blue Nile managed to hit an impressive 90% Customer resolution rate at the first touchpoint by leveraging Freshdesk.

"You can have great agents that care about the customer, but if they don’t have the tools to successfully service that customer, it’s hard to deliver that high level of personalization." - Mike Hopkins, Senior VP, Sales and Service, Blue Nile

2. Zendesk Support Suite

Zendesk Support Suite is a support solution for relatively larger businesses looking for scalable and robust omnichannel software. It brings together personalized support and omnichannel case management under one roof. Zendesk AI assists service agents in resolving customer issues more efficiently and accurately.

Pros

• Robust solution when it comes to enterprise-grade customization needs.

• Dashboards and reports are quite detailed and insightful.

• The detailed help center can help troubleshoot tool-related issues independently.

Cons

• On the relatively expensive side; Freshdesk customers managed to cut support costs by 50% by switching from Zendesk to Freshdesk.

• A complex interface with too many features might hinder fast adoption by the support team.

What customers say

"Zendesk is well-organized, user-friendly, provides lots of tools to perform different tasks depending on the business needs, offers multiple channels of communication to unify every interaction in a single place, and even though there are a lot of tasks that can be performed in this platform their system is very well done and stable." -Source

3. Zoho Desk

Zoho Desk is like your tool next door. If you are on the lookout for basic capabilities at an affordable cost, Zoho can be a decent option. Its multi-channel customer service platform can streamline communication across phone, live chat, SMS and social media. Zoho's AI assistant, Zia, is quite handy for ticket analysis and auto-tagging.

The only catch? It might not be a long-term fix for your omnichannel communication troubles. The absence of a desktop app and limited feature offerings point to the tool being suitable only for up-and-coming start-ups.

Pros

• Pocket-friendly tool for businesses that are just starting with their customer support set-up.

• Productivity tools like work modes and teams help optimize agent workflows.

• Fairly quick and simple to set up.

Cons

• Might turn out to be too simple a tool for growing, mature businesses.

• Hits scalability issues once customer ticketing volumes cross a certain threshold.

What customers say

"I appreciate how Zoho Desk allows me to manage tickets from multiple channels like email, social media, live chat, and even phone calls in one place. It improves response time and customer satisfaction." -Source

4. Salesforce Service Cloud

Salesforce Service Cloud helps build collaboration between humans and AI agents to drive customer success. Autonomous agents take care of the high-volume, low-touch interactions routing only the high-touch, complicated interactions to the support teams. Through an integrated platform, Service Cloud enables higher productivity and growth for modern customer support teams.

Pros

• The depth of features is quite impressive.

• Once properly set up, the solution is quite stable and reliable.

• Its scalability aspect is a plus for businesses with large support teams.

Cons

• Basic feature configuration itself might need coding expertise and support.

• Costs shoot up pretty quickly as your business needs grow.

What customers say

"Salesforce Service Cloud excels in Omni-Channel routing, AI-powered automation, and seamless integrations with tools like Intercom and WhatsApp. Its case management, knowledge base, and real-time analytics enhance efficiency, while customization and scalability make it ideal for growing support teams." -Source

5. Intercom

Intercom is an AI-first customer service platform. To help businesses deliver faster and more efficient service, Intercom uses different components of its unified AI system. Its AI agent is the 24/7 front-end chat support for all regular customer queries. Only the complex ones get deflected to support teams. The AI Copilot on the other hand ensures that support teams can look up help centre resources and draft their resolution responses fairly quickly.

Pros

• Robust workflow automation capabilities help manage tickets at high volumes.

• Recently improved AI features make customer issue resolution faster.

Cons

• A few existing customers have raised concerns about a relatively weaker search functionality.

• Usability issues might crop up owing to feature clutter.

What customers say

"The most helpful part is having the ability to answer live chats, emails, and tickets in the same place. It's very useful for reporting too - it gives you insights in how your team members are handling their workload and allows for adjustments were needed." -Source

6. HubSpot Service Hub

HubSpot Service Hub offers an omnichannel help desk and self-service tools that unify support teams and tasks. Its service efficiency reporting and customer health insights help you achieve higher customer retention rates.

Pros

• Dashboards are easy to create and highly customizable.

• A host of features can be deployed without developer or technical support.

Cons

• The feature offering seems limited and most of the time helpful features require paid upgrades.

• Integration with certain other tools can sometimes be tricky.

What customers say

"At first, it took a minute to figure it all out but when I did, it made my life so much easier! Work days are now so much easier to navigate, tasks, calls, notes and meetings all in one spot!" -Source

7. ServiceNow Customer Service Management

ServiceNow Customer Service Management(CSM) is a modern offering that helps businesses elevate their customer service experience while keeping their operating costs in check. It helps your service agents with real-time information to boost their productivity and performance.

Pros

• It is liked for its robust integration capabilities.

• An integrated portal helps build a reliable knowledge base.

Cons

• First-time setup can sometimes be a bit complex.

• The learning curve is pretty steep, leading to usability and adoption issues.

What customers say

"Everything thing is in the form of neatly defined and managed records. We can navigate to all the relevant records from one standard landing page." -Source

8. Kustomer

Kustomer is a CRM tool that provides your service agents a single customer timeline. This provides them the full history of cross-channel interactions in one place and the unified view makes possible a consistent and personalized support experience.

Pros

• The real-time visibility into the customer satisfaction survey response is quite beneficial for support agents.

• The interface is simple.

Cons

• Ticket monitoring and routing capability haven't always been error-free for existing customers.

• Some users report experiencing glitches once the business hits higher ticket volumes.

What customers say

"Kustomer helps us manage our efficiency and productivity in work as we can keep up on the number of tickets we handle when there's a need to carry on our metrics." -Source

9. Sprinklr Service

Sprinklr Service is a unified customer service platform that uses AI to make both customer and agent experience seamless. Real-time customer support insights help leaders uncover opportunities for growth and innovation.

Pros

• Fairly intuitive interface.

• Ability to manage interactions across 30+ digital, social, and voice channels.

Cons

• Load times have reportedly been slow.

• Many features, such as export, are sometimes buggy, and technical support is slow.

What customers say

"The best part is, that all channels can get managed in one agent interface." -Source

10. Help Scout

Help Scout is a support platform that is quick and easy to set up. The unified offering helps businesses handle support across multiple channels such as the web, live chat, email, social media, or self-service portal. Effective usage of the tool makes support teams hit reduced support ticket volume and increased customer satisfaction.

Pros

• Fairly easy to set up and get started.

• A clean and minimalist interface is appreciated by service professionals.

Cons

• Third-party integration for SLA management weakens ticketing capabilities.

• A different inbox for every social channel makes managing cross-social media conversations a disjointed experience.

What customers say

"The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently." -Source

Business benefits of a powerful omnichannel customer support software

Once you have set up an effective omnichannel customer support software for your business, you could transform your customer service into a strategic competitive differentiator.

Here are some natural business benefits that you get to realize just a few months into implementing the solution:

• Faster customer query management: Your teams need not scramble anymore through scattered messages across communication channels. Speed up response times and cut down on manual effort with your omnichannel customer support software.

• Higher customer loyalty and brand equity: Improve your customer satisfaction (CSAT) or Net Promoter Score (NPS); an omnichannel software that delivers frustration-free, personalized support can be a means to drive strong positive customer sentiment and in turn steadier business revenue.

• Centralized support knowledge repository: Good omnichannel support software systems help you build a knowledge base, with answers to common questions. It's like having a 24/7 self-help library. With tools like Freshdesk, you can see a real drop in resolution times, with 75% less time spent answering the same old questions!

Ace your customer service with Freshdesk

At a time when customers expect impeccable service and are faced with umpteen choices, you can't afford to take a chance with your support offerings. There's a need to unify support efforts across channels of communication to build stronger customer relationships.

We explored 10 omnichannel support software options. Out of these, we will recommend Freshdesk if you want a reliable and consistent service experience that helps strengthen your customer loyalty. AI-powered Freshdesk ensures that your customer service doesn't falter, no matter how widespread the channels of customer outreach are. Its intuitive interface and ticketing automation make it a solution that is loved by support teams of all sizes.

Don't just take our word for it. Explore for yourself how Freshdesk can unify your support while delighting your customers.