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Businesses use customer relationship management (CRM) systems to centralize customer data — from contact details to interaction history — in one place. These tools help streamline sales, marketing and customer service processes across the organization.

But as customers now engage across multiple touchpoints — from email and chat to social media and phone — traditional CRMs often struggle to keep up. In this definitive guide, we’ll cover:

• What an omnichannel CRM is (and how it differs from other CRMs)

• The must-have features that define a true omnichannel CRM

• The top CRM solutions for omnichannel engagement

• Real-life examples of omnichannel CRM usage

What is an omnichannel CRM?

An omnichannel CRM (or omnichannel platform) connects every customer touchpoint across several messaging channels into one unified system so teams always have full context and never lose track of a conversation or customer interaction.

Traditionally, CRMs were designed around a few core channels like email and phone. But with the rise of e-commerce and business messaging, customer behavior changed.

• They chat with businesses through multiple messaging apps and channels.

• They expect faster replies.

To address fragmented communication, omnichannel platforms emerged as systems that consolidate customer data from chat, social, voice, and email into a single place. Traditional CRM systems simultaneously evolved to adopt this unified approach.

Omnichannel vs. multichannel CRMs

Omnichannel is not to be mistaken for multichannel. Let’s explain how these two concepts are different and why it matters to you.

1. Channel integration & data

• Multichannel: Channels exist in separate bubbles and do not talk to each other. Data is fragmented and sits in separate places.

• Omnichannel: Channels are connected and flow into a single, unified timeline and a single customer record.

2. Agent experience

• Multichannel: Agents switch between channels to piece together the interaction history.

• Omnichannel: Agents work from one inbox with complete context, allowing them to respond faster.

3. Customer experience

• Multichannel: Customers often have to repeat themselves when moving to a new channel.

• Omnichannel: Customers can switch channels naturally without having to restart their story.

4. Automation & scalability

• Multichannel: Automation is siloed (rules stay within one channel) and cannot see the full customer journey. It is hard to scale.

• Omnichannel: Automation is exponentially more powerful because workflows trigger based on any interaction from any channel. It runs as one connected system that scales seamlessly.

Benefits of omnichannel CRMs

We’ve explained the main value of having an omnichannel CRM, but there are more benefits. Here’s why an omnichannel CRM is a must-have for your business.

• Complete context at a glance: Provides agents with a single platform to manage all customer interactions, giving them complete context.

• Faster resolutions: Without having to switch tools or look for context in different places, teams can respond, resolve issues and close sales way faster.

• Consistent customer experience: This is guaranteed by establishing a single source of truth for all customer data and interaction rules across every touchpoint.

• Lower operational costs: Because manual effort and handling times are lower, team productivity increases as a consequence. In turn, operational costs are reduced too.

How to choose the best omnichannel CRM

Here are the eight most important things to look for when choosing an omnichannel CRM.

1. True omnichannel support across all communication channels

A great omnichannel CRM brings all customer conversations into one unified inbox — WhatsApp, Instagram, TikTok, Telegram, email, SMS and even voice calls. Most importantly, the platform you choose should let you merge contact conversations from multiple channels into a single customer story so agents have complete, non-fragmented context and customers never have to repeat themselves.

2. Integration with your existing tech stack

If your new omnichannel CRM doesn't talk to your existing tech stacks, it will be useless. That’s why a CRM should integrate with popular business tools like Google Sheets or even other CRMs like Salesforce and HubSpot.

3. Customer lifecycle tracking & management

Choose a solution that allows you to score, prioritize and segment leads based on intent, engagement and funnel stage. This helps sales teams focus on prospects most likely to convert, reducing manual follow-up work and ensuring no opportunity slips through the cracks.

4. In-depth analytics & insights

Real-time dashboards and reporting let teams measure performance across all channels. You can track AI effectiveness, monitor agent productivity, ad attribution and performance and optimize sales strategies.

Also, an omnichannel CRM benefits from the Meta Conversions API (CAPI) because it helps your ads work better. It sends solid proof of sales and leads from chat apps (like WhatsApp) directly to Meta, fixing tracking problems caused by browser settings. This means your ads reach the right people, and your money is spent more effectively.

5. Autonomous AI agents

The best omnichannel CRMs embrace AI to manage customer data and communication. Beyond simple chatbots, it’s a good idea to choose an omnichannel CRM capable of more advanced AI-driven tasks. For example, qualify leads, send payment or booking links and update customer details.

6. AI training features

Choose a CRM whose AI can learn from your own business data — like documents, websites, FAQs and knowledge bases. This ensures the AI provides accurate, on-brand responses that reflect your company’s tone, expertise and policies across every channel.

7. Advanced workflow automation

The best CRMs include a visual automation builder for smarter, context-aware automation to scale efficiently. From auto-assigning chats and triggering follow-ups to lifecycle updates and survey requests, automation keeps workflows consistent and frees agents from repetitive tasks.

8. Customer support quality and platform reliability

Even the most advanced CRM is only as good as its reliability. Look for proven uptime, strong performance and responsive, multilingual customer support. Reliable platforms ensure conversations, data syncs and automations run smoothly so your business never misses a lead or sale.

Top 10 best omnichannel CRMs

Selecting the ideal omnichannel CRM can be difficult—the market offers a sea of different options tailored for highly specific business goals. To simplify your decision, we analyze the most popular plans of the top 10 omnichannel CRMs.

We’ll analyze important points like channels supported, CRM capabilities and more. We’ll also discuss specific pros, cons and pricing to help you choose the best one for your needs.

Category 1: Modern Omnichannel CRMs for B2C & High-Volume Messaging

Omnichannel CRM 1: Respond.io — The best for sales over chat & call

Best for: Scaling B2C brands looking for omnichannel messaging and calls with advanced AI, automation and analytics.

Customer sentiment and platform rating

• Customers praise respond.io for its intuitive interface, omnichannel integration, strong automation features and excellent support. However, drawbacks cited by users include pricing and limitations in certain advanced features.

  • G2 rating: 4.8/5

  • Capterra rating: 4.6/5

Features

• Channels: Supports channels like WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, TikTok, WeChat, SMS, email, and calls via WhatsApp, Telnyx and n8.

• Integrations: Sync data across Salesforce, HubSpot, Zapier, Make, Google Sheets and more.

• Dashboards and reports: Measure team efficiency, AI impact and ad campaign performance to find areas of improvement and optimize operations.

• Lifecycle: Track and manage leads in the sales funnel.

• AI capabilities: AI agents can handle chats, send payment links, update contact details, summarize conversations, reply to voice messages, read images and PDFs and more.

• Workflow automation: Use the automation builder to capture leads, send follow-ups, route messages and assign tasks.

Pros

• It supports more messaging and voice channels than most omnichannel CRMs.

• Integrate with HubSpot and Salesforce natively.

• Integrate with other CRMs and thousands of other tools through Zapier and Make.

• AI agents are very advanced compared to other options in the list.

  • Use prebuilt AI roles or train custom agents on your own data from PDFs, websites or internal resources.

• Enterprise features include multiple workspaces, webhooks and SSO for advanced control.

• The combination of 24/5 multilingual human support and 24/7 AI assistance ensures there’s always a layer of coverage for critical issues, regardless of time zone or problem complexity.

• The 99.999% uptime means respond.io is extremely stable, ensuring you won't upset customers or lose sales to platform downtime.

Cons

• The initial setup and customization may take time and require some technical expertise.

• The performance of AI-driven features depends on the quality of training data and requires ongoing monitoring to ensure accuracy.

Pricing

• The Growth plan begins at $159 per month for 10 users. It includes unlimited workflows, unlimited AI credits, advanced reporting and onboarding assistance via chat or call.

Omnichannel platform 2: Kommo - CRM-first conversational sales

Best for: Small to medium-sized businesses (SMBs) and sales teams who need a CRM-first solution that is highly specialized in visual pipeline management and automating lead capture/nurturing over messaging apps.

Customer sentiment and platform rating

• Kommo is consistently praised for being an affordable and user-friendly platform, with reviewers highlighting its intuitive design, strong lead management features and good customer support. However, sentiment indicates functional limitations: the platform receives lower marks for customization (and the built-in reporting can be basic), as well as concerns about mobile user support.

  • G2 rating: 3.8/5

  • Capterra rating: 4.3/5

Features

• Channels: Major messaging apps (WhatsApp, Instagram, Telegram, etc.), Email and Telephony/SMS (via Twilio/RingCentral).

• Integrations: Connects with Zapier, Make, Shopify, Zendesk, and Stripe; does not natively integrate with major CRMs like Salesforce/HubSpot.

• Dashboards & Reports: Customizable dashboards with real-time widgets to track KPIs, lead distribution, message volume, and median reply time.

• AI Capabilities: AI Agent handles engagement, qualification, FAQs (using uploaded data), and product recommendations. AI Copilot tools adjust tone, summarize, and suggest replies.

• Workflow Automation: Visual builder (Salesbot) creates complex bots for greetings, data gathering, appointments, and payments. Digital Pipeline automates actions based on lead stage.

Pros

• Its no-code Salesbot and Digital Pipeline effectively automate lead qualification and nurturing via chat.

• The platform is often cited as affordable and a strong value for money, especially for small businesses.

• The simple, visual interface makes the platform easy to learn and encourages fast team use.

• It structures the sales funnel well, helping teams track leads and prevent contacts from being lost.

Cons

• Lack of deep customization for reports and custom plugins.

• It lacks native integrations with major enterprise CRMs like Salesforce or HubSpot.

• Email communication can be kept separate from instant messenger chats, potentially fragmenting the full customer history.

• The interface is not as modern as newer, purely chat-focused platforms.

• Customer support is primarily available only during business hours, which can affect global sales teams.

Pricing

• The Kommo Advanced Plan costs US $25 per user/month, but requires a minimum six-month contract billed upfront totaling $150. There are no monthly billing options available. Potential extra costs are typically limited to third-party service fees, such as the actual conversation charges Meta applies when using the WhatsApp Business API.

Omnichannel CRM 3: Trengo - All-in-one conversational support hub

Best for: Mid-market businesses that need to unify support communications (including email, chat, and voice) into a single team inbox.

Customer sentiment and platform rating

• Trengo is highly praised for its ease of use, customer support and its core strength in centralizing all communications (including email and voice) into a unified team inbox. However, frequent criticisms point to the platform being expensive compared to alternatives, concerns about inbox sync issues, limitations in advanced features/analytics and drawbacks related to the mobile app and minimum user requirements.

  • G2 rating: 4.3/5

  • Capterra rating: 4.1/5

Features

• Channels: Unifies all channels, including WhatsApp, Email, Live Chat, Voice/Telephony, SMS, Facebook, Instagram, Twitter and Telegram.

• Integrations: Integrates with major external tools like Shopify, Zendesk, Salesforce, HubSpot and Zapier to sync data and enable actions.

• Dashboards and Reports: Customizable dashboards for monitoring KPIs. Includes detailed reports on team performance, conversation volume and customer interactions.

• AI Capabilities: AI Agent (HelpMate) provides automated responses and suggested replies to speed up agents. AI Journeys automate conversations and workflows across multiple channels. AI Actions allow the AI Agent to trigger external APIs (GET, POST, etc.) for tasks like checking order status.

• Workflow Automation: Uses Rules and Automation for handling basic repetitive tasks (e.g., auto-replies, conversation routing) and advanced AI Journeys for complex, multi-step, multi-channel workflows.

Pros

• Strong team collaboration features like internal comments and assignments facilitate easy and effective team coordination on customer issues.

• Powerful automation base includes Auto Replies, Quick Replies and rules to handle basic, time-consuming workflows.

• Consistently praised for helpful, friendly and efficient customer support.

• Flexibility in billing offers both monthly and discounted annual billing options.

Cons

• Pricing model is often cited as expensive compared to rivals with more advanced features/capabilities.

• High minimum user requirements (typically starting at 10 or more users).

• Pricing is based on a fixed conversation allowance; exceeding this limit incurs additional per-conversation fees, which can lead to unpredictable monthly costs.

• AI/Chatbot features and some integrations are often restricted to the higher-tier Pro and Enterprise plans.

• Users have reported issues with inbox sync and stability in the mobile app.

Pricing

• The Trengo Pro plan is a bundle starting at approximately $695 per month (monthly billed, USD equivalent), which includes 20 user seats and a set conversation allowance (typically 1,500/month). Extra agents cost an additional per-user fee (around $30-$50/month each). The most significant variable cost is the overage fee applied when you exceed the conversation limit, plus potential charges for premium AI features (like advanced AI Actions).

Omnichannel CRM 4. Intercom — Conversational omnichannel CRM

Best for: SaaS and digital-first customer engagement.

Customer sentiment and platform rating

• Intercom is highly valued for its intuitive chat interface, strong engagement tools, seamless web/app integration and real-time user tracking with effective automation flows. However, customers frequently cite significant drawbacks related to cost and capability gaps, including high costs and pricing complexity when scaling, weaker analytics and less robust ticket-management features.

  • G2 rating: 4.5/5

  • Capterra rating: 4.5/5

Features

• Channels: Intercom supports in-app chat, web chat, email, mobile push and messaging via connectors for social/IM apps such as WhatsApp and SMS.

• Integrations: Intercom offers an app store with hundreds of apps and integrations, and connects with major systems such as CRMs, BI tools and Slack.

• Dashboards and reports: The platform provides analytics and reporting features, including conversation analytics, user behavior tracking, team productivity dashboards and custom charting.

• AI capabilities: Its “Fin” AI agent and other AI-driven features enable automated responses, conversation triage/triaging, agent assist, and workflow automation based on behavior and context.

• Workflow automation: Intercom includes a visual workflow builder with triggers and rules (e.g., "user does X → send message/route to agent"), routing logic, bots + automation of routine tasks.

Pros

• Very strong at enabling real-time conversation and engagement across web/app for SaaS-centric businesses.

• Deep automation and AI features (chatbots, routing, behavioural triggers) help scale support and engagement.

• Rich integrations ecosystem enabling linking chats to CRM, product metrics and marketing platforms.

• Clean, modern UI and intuitive experience for end-users and agents in many cases.

Cons

• Pricing and usage model are complex: many users report unexpected cost spikes, particularly with AI-agent resolutions or messaging overages.

• Traditional ticketing/work-order features (e.g., union of chat + ticket) and advanced analytics are weaker compared with dedicated service platforms.

• Implementation and ROI vary: although UI is friendly, getting full value often requires considerable setup and configuration.

• For smaller businesses or high-volume support use-cases the per-seat + usage model may become cost-prohibitive.

Pricing

• For Intercom, the most popular plan is the Advanced tier, which costs around US $99 per seat per month when billed monthly.

• The platform charges US $0.99 per resolution for its AI “Fin” agent, which handles automated responses and triaging.

• “Proactive Support Plus” starts at approximately US $99 per month for up to 500 proactive messages. Additional usage-based fees can apply for channels like SMS, WhatsApp, and phone calls, meaning total costs can increase depending on team size and messaging volume.

B2B Sales-Led CRMs with Omnichannel Add-Ons

Omnichannel platform 5: Salesforce — Enterprise omnichannel backbone

Best for: Complex sales-focused organizations using the Salesforce ecosystem.

Customer sentiment and platform rating

• Salesforce is highly valued for its unified service console, powerful workflows, reliability, and scalability for large teams. However, users commonly criticize the platform's steep learning curve, high implementation cost, complexity/organizational overhead and performance issues in large deployments.

  • G2 rating: 4.4/5

  • Capterra rating: 4.4/5

Features

• Channels: Supports email, phone/telephony (voice), chat/live messaging, SMS, social media and other digital channels with omnichannel routing and unified case intake.

• Integrations: Deep native integrations within the Salesforce ecosystem plus APIs, CTI (computer telephony integration), third‑party apps (e.g., Outlook/Gmail, Slack) and app exchange components.

• Dashboards and reports: Provides robust reporting and analytics capabilities—including custom dashboards, real‑time metrics on case resolution, agent productivity and swarming metrics.

• AI capabilities: Embedded AI features (e.g., Salesforce Einstein, Agentforce) for things like automated replies, knowledge article recommendations, predictive routing, and conversational assistance.

• Workflow automation: Advanced workflow tools including case assignment rules, escalation rules, flows, workflow builder and macros for automating routine tasks and routing.

Pros

• Highly customizable with the ability to tailor objects, fields, reports and apps to meet specific business needs.

• Robust CRM features, including lead/opportunity management, pipeline tracking and sales workflow automation.

• Excellent scalability and suitable for enterprise‑scale operations and large organizations.

• Strong integration capabilities with many systems and compatibility with a wide array of third‑party software.

Cons:

• High cost and licensing model can be expensive, especially for smaller businesses or less complex needs.

• Steep learning curve and complexity in setup/configuration; non‑technical teams often struggle.

• Performance and user experience issues reported, including slow load times and interface complexity in heavily used setups.

• Customer support and service can be inconsistent, especially at standard support levels without premium plans.

• According to Salesforce’s own FAQ, most editions must be purchased under an annual contract.

Pricing

• The Salesforce Pro CRM edition is listed at about US $100 per user/month, but it requires an annual contract.

• Salesforce is known for having a high TCO (Total Cost of Ownership). The $\$100$/user/month is for a functional but restrictive product; the need for customization and integration drives users to spend significantly more on add-ons or higher-tier licenses.

Omnichannel platform 6: HubSpot Service Hub — All-in-one for SMBs

Best for: Small and mid‑sized businesses looking for a unified customer service CRM.

Customer sentiment and platform rating

• HubSpot Service Hub is valued for its seamless integration with the HubSpot CRM and for unifying all customer communications for better tracking. However, users frequently cite steep and quickly rising pricing, a large feature jump between product tiers, and less mature reporting capabilities as key drawbacks.

  • G2 rating: 4.4/5

  • Capterra rating: 4.4/5

Features

• Channels: Supports email, live chat, website chatbots, and integrates support channels into one shared inbox across marketing, sales and service.

• Integrations: Built directly on the HubSpot CRM so data flows across marketing, sales and service; integrates with tools like Jira, Slack, and 1,900+ apps.

• Dashboards and reports: Offers custom dashboards, reporting for ticket resolution, CSAT/NPS feedback and team performance analytics.

• AI capabilities: Includes AI-powered ticket classification, routing, conversation summaries and knowledge base automation (HubSpot’s Breeze AI Agents).

• Workflow automation: Robust automation features: ticket routing, follow-ups, status changes, cross-team notifications, automated feedback surveys.

Pros

• Easy to get started and integrate with HubSpot CRM.

• Centralised view of customer interactions across channels.

• Strong for SMBs needing both service and CRM capabilities in one platform.

• A generous free tier to start with and scale up.

Cons

• Feature‑set is limited in lower tiers; many advanced capabilities require higher plans.

• Pricing jumps significantly between tiers, making scaling costly for smaller businesses.

• Reporting and analytics aren’t as deep as some dedicated service platforms.

• Some users report a learning curve when customising workflows and routing.

Pricing

• For the HubSpot Service Hub, the most popular mid‑tier plan (Professional) is priced at US $100 per seat/month when billed monthly.

• The Professional tier in some markets requires an onboarding fee (around US $1,500.

• Add‑ons for increased usage/limits: for example, you may have to pay extra for additional minutes of calling, or to increase limits on SMS/WhatsApp messages.

• Third‑party integrations or apps may have separate costs outside HubSpot’s base subscription, depending on the tools you use.

Omnichannel platform 7: Zoho CRM — Affordable omnichannel CRM for SMBs

Best for: SMB needing cost-effective multichannel management.

Customer sentiment and platform rating

• Zoho CRM is highly regarded for its affordability and strong value for money, offering powerful features and excellent integration with the broader Zoho ecosystem. However, customers frequently note challenges related to complexity and limitations: these include a steep learning curve, UI complexity, performance issues when handling large data sets, the lack of advanced features in lower-tier plans and inconsistent support as key drawbacks.

  • G2 rating: 4.1/5

  • Capterra rating: 4.3/5

Features

• Channels: Email, telephony, social media (Facebook, Twitter), web forms, live chat, and integrations for WhatsApp and SMS.

• Integrations: Full Zoho ecosystem (Books, Campaigns, Analytics, Projects) plus third-party apps such as Google Workspace, Office 365, Mailchimp, Zapier, and hundreds more via Zoho Marketplace.

• Dashboards and reports: Custom dashboards, sales and pipeline analytics, lead and deal tracking, trend reports, and advanced reporting through Zoho Analytics.

• AI capabilities: Zia AI provides lead scoring, anomaly detection, workflow suggestions, and predictive analytics in higher-tier plans.

• Workflow automation: Process blueprints, assignment rules, triggers, macros, and custom functions to automate repetitive tasks and routing.

Pros

• Very competitive pricing compared to many enterprise CRM solutions.

• Strong customisation capabilities (fields, modules, workflows) enabling tailoring to business‑specific processes.

• Excellent integration within the Zoho ecosystem and many add‑on apps, making it easy for SMBs to scale.

• Good automation tools and AI features in higher plans help reduce manual work.

Cons

• Entry‑level plans have limited advanced features; businesses often need to upgrade to get full value.

• Interface can feel cluttered or less modern, with a learning curve for non‑technical teams.

• Performance concerns reported when managing very large datasets or complex automations.

• Support response times and quality vary, especially in lower‑tier support levels.

Pricing

• For Zoho CRM the “most popular” plan is the Enterprise edition. When billed on a monthly basis (no annual contract), it is priced at US $ 50 per user/month.

• Potential add-on costs include extra file or data storage (e.g., 5 GB for around US $4/ 4/month), additional team or portal user licenses, premium 24/7 support, and extensions to increase feature limits, such as higher API or automation capacities.

Traditional Omnichannel Support Platforms

Omnichannel platform 8: Zendesk — Trusted multichannel CRM evolving into omnichannel

Best for: Established support teams modernizing operations.

Customer sentiment and platform rating

• Zendesk is highly regarded for its strong omnichannel ticketing system, its powerful integrations, and its scalability. However, common concerns include the complexity of setup, steep and rapidly escalating pricing, data export issues and inconsistent support responsiveness.

  • G2 rating: 4.3 out of 5

  • Capterra rating: 4.4 out of 5

Features

• Channels: Offers omnichannel support across email, chat, social messaging, voice/phone and unified agent workspace for all interactions.

• Integrations: Extensive integration ecosystem with thousands of pre-built apps and APIs, allowing connection with CRMs, productivity tools and custom systems.

• Dashboards and reports: Provides real-time dashboards, custom reports, trend analysis, team performance metrics and unified insights across channels.

• AI capabilities: AI-powered routing, agent assistance, chatbots, predictive insights and generative replies to speed resolutions.

• Workflow automation: Automations such as ticket routing, SLA monitoring, macros/triggers, and workflow builder reduce manual work and streamline support operations.

Pros

• Strong omnichannel support that consolidates customer interactions from many channels into one platform.

• Scalable architecture suitable for high-volume support operations and enterprise needs.

• Extensive third-party integrations and app ecosystem for customization.

• Advanced automation features including routing, workflows and macros that boost agent efficiency.

Cons

• Pricing for the full feature set is high, and per-agent cost can escalate quickly as teams grow.

• Implementation and configuration are complex; steep learning curve for setup and advanced workflows.

• Some users report issues with data export, inflexibility in contract or downgrade options, and inconsistent customer support.

• The simplest tiers may lack key features, pushing organizations to upgrade sooner than expected.

Pricing

• The mid‑tier “Suite Professional” plan is listed at approximately US $149 per agent/month when billed monthly.

• Businesses often pay around US $50 per agent/month for advanced AI add-ons, US $25–50 per agent/month for Workforce Management or Quality Assurance tools, and another US $50 per agent/month for Advanced Data Privacy & Protection features such as HIPAA compliance.

• There can also be usage-based charges for high API call volumes, automated resolution credits, or data storage overages, which vary depending on usage and region.

Omnichannel platform 9: Freshdesk by Freshworks — Lightweight omnichannel service CRM

Best for: Mid-market companies and startups with a focus on customer support.

Customer sentiment and platform rating

• Freshdesk is widely praised for its intuitive setup, strong ticketing and automation features, ease of use and fast time-to-value. However, common criticisms center on scaling and depth: users caution that advanced features and add-ons become pricey as you scale, and note limitations in deep customization, reporting maturity and support responsiveness in lower tiers.

  • G2 rating: 4.5/5

  • Capterra rating: 4.4/5

Features

• Channels: Supports email, shared inboxes, chat, phone/voice and social ticketing in a unified interface.

• Integrations: Connects with 150+ integrations and apps; part of the Freshworks ecosystem for service, sales, IT and more.

• Dashboards and reports: Pre‑built dashboards for ticket metrics, SLA tracking, team performance; advanced reporting features available in higher tiers.

• AI capabilities: Includes Freddy AI functionalities (e.g., agent assistance, chatbots) in higher‑tier plans for improved automation and resolution times.

• Workflow automation: Enables automations such as ticket assignment, SLA enforcement, canned responses, escalation workflows—even in lower/mid tiers.

• Customer support: Freshdesk offers support via email/chat and knowledge base; higher tiers include premium support options. Some users note that lower‑tier support can be slower.

• Stability: Built for mid‑market scale with cloud infrastructure and global usage; however, some users report performance issues when pushing into enterprise scale with customizations.

Pros

• Quick and easy to deploy, with minimal setup for small teams.

• Cost‑effective for mid‑market support functions and growing service teams.

• Strong shared inbox and ticketing workflows streamline collaboration.

• Good automation features even in mid‑tier plans, which boost agent productivity.

Cons

• Advanced features (e.g., detailed analytics, full customization) are locked behind higher‑tier plans, increasing cost.

• Reporting depth and export/customization options are less mature than some enterprise competitors.

• Support quality and responsiveness may vary in lower tiers.

• Pricing can rise significantly when scaling agents, adding channels or upgrading.

Pricing

• The mid-tier plan starts at around US $59 per agent/month when billed monthly.

• AI add-ons like “Freddy AI Copilot” cost around US $35 per agent/month, with usage-based fees starting at US $100 per 1,000 sessions.

• Telephony/voice integrations incur additional per-agent or per-minute charges.

• High automation, extra storage, or multiple portals may require further add-ons or upgrading to the Enterprise tier.

Omnichannel platform 10: Kustomer — Data-first omnichannel CRM

Best for: Enterprises needing a customer service platform with a true 360° customer view.

Customer sentiment and platform rating

• Customers frequently praise Kustomer for its unified customer timeline and ability to consolidate communications across all channels. However, common criticisms include a steep learning curve and a UI that takes time to master, occasional performance lags, and the potential for the platform to be seen as expensive or over-featured for smaller teams.

  • G2 rating: 4.5/5

  • Capterra rating: 4.6/5

Features

• Channels: Supports omnichannel communication across email, voice, chat, SMS and social messaging (e.g., Facebook Messenger, “social”/messenger apps) with a unified customer timeline.

• Integrations: Connects with a wide range of third‑party apps (CRMs, telephony/voice systems, ecommerce, billing) via open APIs and prebuilt integrations.

• Dashboards and reports: Includes reporting and analytics for team performance, customer journey visibility and service operations.

• AI capabilities: Offers AI‑Agents (for customers and for reps), conversational assistance, smart routing and co‑pilot style intelligence across channels.

• Workflow automation: Provides workflow tools to automate routing, escalate tasks, change states, trigger actions based on events and rules.

Pros

• Powerful search and filtering module to find specific customer records, metrics and more.

• Extensive automation and AI features.

• Traditional channel support (voice/email).

• Omnichannel messaging focus.

• Large app ecosystem and integrations.

Cons

• Steep learning curve.

• The complexity of modules means higher training costs and a longer time for new agents to become productive.

• Too many features in Settings make it confusing for novice users.

• Technical automation limitations — for example, it does not guarantee the run order or speed of multiple, parallel automations.

• Pricing is paid annually.

Pricing

• Kustomer’s most popular plan costs $89 per seat/month (Enterprise), with higher-tier Ultimate at $139/seat/month. Pricing per user is in consideration of at least 8 seats.

• Additional costs may include AI agents, pay‑as‑you-go messaging channels (WhatsApp, SMS, Voice), HIPAA compliance and implementation fees.

How businesses win with omnichannel CRMs

How SchuVar tours boosted sales and efficiency with respond.io

SchuVar Tours, a travel agency with eight branches in Nicaragua, used respond.io to unify conversations from WhatsApp, Facebook Messenger, Instagram, Telegram, email and webchat into a single inbox.

With team inbox collaboration, automated workflows and lead auto-assignment, agents were able to respond faster, track leads throughout the sales funnel, and prioritize high-intent prospects.

This omnichannel approach shortened the sales cycle by 60%, improved follow-up rates to nearly 100%, and allowed the business to scale Meta click-to-chat ads, tripling ad-driven leads in three months. Respond.io’s unified platform turned a fragmented, manual process into a scalable, efficient sales operation.

How Yoho improved customer support with respond.io

Yoho, a leading e-commerce platform in Hong Kong, centralized six support channels—including WhatsApp API, WeChat, Facebook Messenger, Instagram, email and web chat—into a single respond.io inbox.

By creating separate Workspaces for key inquiry categories and automating responses in multiple languages, the team reduced first response times by 84% and resolution times by 32%.

Respond.io enabled Yoho to systematically manage inquiries, recover sales opportunities and gain granular performance insights, improving both customer satisfaction and operational efficiency across all channels.

Boost your sales with the best omnichannel CRM

Respond.io supports the messaging and voice channels your customers use every day, including WhatsApp, TikTok, Instagram, WhatsApp calls and VoIP. All of this while letting you track customers on the sales funnel with a unified view of their customer lifecycle. To top it off, it integrates with other popular CRMs like Salesforce and Hubspot. Try respond.io for free.

Further Reading

If you found our article helpful, you should check out the following:

• 4 Respond.io Alternatives to Consider

• 5 Best WhatsApp Business Solution Provider: Pros, Cons & Pricing Compared

• Top 10 WhatsApp Chatbots in 2025: Pros, Cons & Pricing Compared