Top 9 Omnichannel Platforms You Should Know About

You might already know this, but just in case you don’t, companies following an omnichannel strategy are 89% more likely to retain customers. Therefore, there has been an increased demand for omnichannel platforms. (We know you here for the same reason 🫣.)

Well, you have come to the right place.

We will discuss the best omnichannel platforms available, their key features, pricing details, and more.

Here’s an outline of what you can expect from this blog.

• Benefits of Omnichannel Platforms
• 9 Best Omnichannel Platforms
• How to Choose an Omnichannel Platform?

3 Key Benefits of Omnichannel Platforms

Omnichannel platforms are designed to provide a seamless and consistent customer experience across multiple platforms. As such, they offer multiple benefits, the following three being among them.

Benefit 1 – Improved Customer Satisfaction

Consider a retail company trying to collect customer feedback. They are using a survey software, like SurveySparrow, that supports an omnichannel approach. The company can share the surveys through WhatsApp, email, SMS, and/or social media.

Since the customer is offered a choice to choose their preferred channel, they are likely to respond.

Here, the company is making it easier for customers to take action, which leads to improved customer satisfaction.

Benefit 2 – Increased Sales and Revenue

As we discussed in the previous benefit, omnichannel platforms can help increase sales and revenue.

Imagine a user wish-listing a product on a website through a laptop. A few days later, the user’s phone pings, notifying them about a discount offer for the wish-listed item through the mobile app. The user completes the purchase through the payment gateway of their choosing.

By engaging its customers through different platforms, the company was successful in converting prospects into paying customers. This is how omnichannel platforms help increase sales and revenue.

Benefit 3 – Enhanced Operational Efficiency

Using an omnichannel platform like SurveySparrow, companies can collate and consolidate customer data from different channels into one place. As a result, they can get a complete view of the customer behavior and interactions. This can help in addressing issues more effectively and accurately.

Thus, these platforms lead to better operational efficiency.

9 Best Omnichannel Platforms

Our team has done a detailed analysis of some 30+ omnichannel platforms to create this curated list. Kindly go through each and see which best fits your business requirements.

Here’s an overview of platforms.

Now, let’s discuss them in detail.

1. SurveySparrow

G2 Rating: 4.4 (1900+ reviews)

Capterra Rating: 4.4 (300+ reviews)

Best for: Enhancing customer feedback collection and engagement.

Suitable for: Customer support teams, Retailers, Healthcare providers, Service providers, and Educational institutions.

SurveySparrow is a leading survey software that can collect customer feedback data from various channels. The collected data will be consolidated into a single feedback, allowing businesses to get a complete picture of customer interactions and behavior.

Moreover, the tool offers a conversational UI that can increase response rates by 40% compared to other survey software. Therefore, more customer data and more nuanced customer insights.

To give you an example of how intuitive and conversational a survey can be with SurveySparrow, take a look at the given template. You can use the template upon signing up for free.

Customer Feedback Survey Template

Preview Template

Use This Template

Key Features

• Multichannel distribution supports more than 10+ channels for sharing and collecting data from customers’ preferred medium. These channels include WhatsApp, SMS, social media, and Slack, but they are not limited to them.
• Multilingual features allow the tool to support more than 130 languages, allowing you to collect data irrespective of the region (around the world).
• SurveySparrow automates workflows such as scheduling surveys, automatic follow-up reminders, and more and personalizes survey distribution based on customer behavior and preferences.
• Real-time reporting and analytics features allow businesses to understand the why and what behind customer data (feedback). SurveySparrow uncovers the customer sentiment, key business drivers, most discussed topics, and more – all in real-time.
• Segmentation can be done based on customer characteristics such as behavior, demographics, and preferences.
• The offline survey feature allows one to collect feedback even when there is no internet connectivity. The survey data will be automatically synced once back online.

Notable Integrations: Google Sheets, HubSpot, ActiveCampaign, Freshdesk, Zendesk, Salesforce.

Free Trial: Yes

Free Version: Yes

Free Demo: Yes

Pricing: The tool offers different paid plans to meet customer requirements. The starting plan is just $19 per month (billed annually).

2. Adobe Experience Cloud

G2 Rating: 4.1 (5000+ reviews)

Capterra Rating: 4.5 (10+ reviews)

Best for: Managing customer experience across multiple platforms.

Suitable for: eCommerce. Financial institutes, Healthcare providers, Hospitality.

Adobe Experience Cloud is an omnichannel platform designed to help enterprises provide seamless customer experience. It offers a range of tools like customer journey analytics to help understand customers and engage better with them.

Key Features

• Its customer journey analytics provides insights into customer behavior across all touchpoints. Therefore you can understand and optimize the entire journey.
• Adobe Target can be used to deliver personalized experience across mobile, web, and in-app. This way, businesses can tailor content based on customer preferences.
• It can integrate with Adobe Campaigns, Experience, and Analytics for marketing solutions. So, businesses can do a more coordinated marketing effort and improve customer experience.
• It offers a platform to create a single view of each customer by integrating data from various sources. The sources include CRM, web analytics, and offline data.
• The Adobe Experience Platform can act as a real-time Customer Data Platform (CDP). Hence, businesses can collect, analyze, and enrich customer data from different channels.

Notable Integrations: Adobe Campaigns, Adobe Experience, Adobe Analytics.

Free Trial: No

Free Version: No

Free Demo: Yes

Pricing: It provides several tools like Marketo and Journey Analytics, and they charge for each of them. Connect with their team for more information.

3. Salesforce

G2 Rating: 4.5 (1900+ reviews)

Capterra Rating: 4.3 (300+ reviews)

Best for: Enhance customer relationship management and provide personalized experience.

Suitable for: Sales and marketing teams, Customer service departments, and Retailers.

Salesforce provides comprehensive CRM solutions to help businesses manage customer relationships and provide personalized experiences. Salesforce offers robust integrations with tools like G Suite and MailChimp, and also offers real-time analytics. These combined capabilities allow firms to engage with customers and optimize the business of growth.

Key Features

• Salesforce CRM centralizes customer data from all touchpoints, providing a 360-degree view of each one.
• Salesforce Service Cloud allows customer service teams to manage and resolve cases efficiently across different channels, including email and social media.
• Salesforce Marketing Cloud supports the creation and automation of personalized marketing campaigns. This also can be done across multiple channels like email, social media, and online ads. Thus, it helps run campaigns that resonate with the target customers.
• Salesforce Einstein can help with predicting customer behavior. It uses AI and ML for predictive analytics and offers recommendations and insights on customers.

Notable Integrations: G-Suite, Slack, MailChimp, Quickbooks.

Free Trial: Yes

Free Version: No

Free Demo: Yes

Pricing: The Starter Suite for the tool’s pricing begins at $24 per user per month.

Related Read: Top Salesforce Survey Tools

4. Freshdesk

G2 Rating: 4.4 (3000+ reviews)

Capterra Rating: 4.5 (3000+ reviews)

Best for: Improving customer support and engagement.

Suitable for: Customer support teams, eCommerce, and IT service providers.

Freshdesk is an omnichannel platform that focuses on delivering consistent customer support across multiple platforms. By providing features like an omnichannel helpdesk, it ensures that customer queries are managed and resolved efficiently.

Key Features

• Its unified ticketing system collects all customer data (from email, phone, etc.) into a single ticketing system. This allows for better tracking and management of customer interactions.
• The omnichannel desk allows for integrating multiple support channels. This can live chat, email, phone, or messaging apps. As a result, companies can reach out through customers’ preferred channels for support.
• It uses automation to route tickets to the right agents (based on predefined rules). Therefore, the tickets will be resolved quickly and accurately.
• It offers robust integration with third-party tools such as CRM, marketing tools, and eCommerce platforms.

Notable Integrations: JIRA, Quickbooks, Zoho, Zapier.

Free Trial: Yes

Free Version: Yes

Free Demo: Yes

Pricing: The starting plan is priced at $15 per agent per month when billed annually.

5. Zendesk

G2 Rating: 4.3 (5,000+ reviews)

Capterra Rating: 4.7 (10+ reviews)

Best for: Providing personalized customer experience.

Suitable for: Telecommunication, Customer support teams, eCommerce, and Financial institutions.

Zendesk is an experience management platform that uses AI to provide personalized customer (or employee) experience. With respect to omnichannel, it offers efficient customer service and support across various channels. This way, it allows companies to effectively manage and quickly resolve customer issues.

Key Features

• Zendesk Support centralizes all customer queries into one platform. Doing so helps the support team to get the context they need to provide great support.
• Zendesk Chat provides real-time chat support that can be integrated with websites, or mobile. Therefore, it enables instant customer assistance and boosts engagement.
• Zendesk Talk can help in integrating voice support, allowing agents to handle phone calls alongside others.
• Its AI-powered Answer Bot can provide instant responses to common customer queries.

Notable Integrations: SurveySparrow, MailChimp, Zoho, Shopify.

Free Trial: Yes

Free Version: No

Free Demo: Yes

Pricing: They offer four different paid plans, and the starter plan is priced at $19 per user per month (billed annually).

6. HubSpot

G2 Rating: 4.4 (10,000+ reviews)

Capterra Rating: 4.5 (4,000+ reviews)

Best for: Improving relationship management, sales, marketing, and customer service.

Suitable for: Marketing, Sales, and Customer service departments.

HubSpot is an all-in-one tool that can help businesses with everything from marketing and sales to customer relationship management. By providing such comprehensive tools, HubSpot aims to manage all customer interactions efficiently and effectively.

Key Features

• HubSpot Marketing Hub can be used for multichannel marketing campaigns. The channels include but are not limited to social media, SEO, and paid ads. Therefore, companies can make a tailored and coordinated effort to reach customers.
• HubSpot Service Hub can centralize customer data from various channels. This could be helpful for the support team in identifying and resolving issues faster.
• HubSpot Sales Hub provides tools for lead management, email tracking, and sales automation. Thus it helps the sales team to better engage with prospects and customers through their preferred channels.
• It offers live chat and AI-powered chatbots to engage with customers in real-time and provide instant assistance.

Notable Integrations: SurveySparrow, Slack, Outlook, WordPress.

Free Trial: No

Free Version: Yes

Free Demo: Yes

Pricing: The pricing is different for each HubSpot platform. For example, HubSpot Sales Hub pricing starts at $90 per seat per month. At the same time, for HubSpot Marketing Hub, they charge $800 per month for 3 seats.

7. Omnisend

G2 Rating: 4.6 (800+ reviews)

Capterra Rating: 4.7 (700+ reviews)

Best for: Enhancing marketing efforts and customer engagement.

Suitable for: eCommerce businesses.

Omnisend originally started out as an email marketing tool called Soundest. From the beginning itself the tool’s aim was to help ecommerce businesses with personalized marketing. And so, after three years, Omnisend was born. It’s now an omnichannel marketing platform helping B2C businesses run focused and personalized marketing campaigns.

Key Features

• It integrates SMS into marketing campaigns, allowing businesses to send personalized text messages.
• Its email marketing automation feature allows businesses to create and automate email campaigns.
• It offers pre-built email templates for easy creation, and the drag-and-drop editors make it intuitive.
• The web push notifications allow businesses to send push notifications to customers’ web browsers. This provides real-time updates and attracts organic traffic back to the website.
• Segmentation feature allows businesses to segment their target customers based on behavior, purchase history and so on. As a result, they can run more targeted and relevant marketing messages to customers.

Notable Integrations: Shopify, BigCommerce, Intercom, Facebook.

Free Trial: Yes

Free Version: Yes

Free Demo: Yes

Pricing: The starting price is $16 per month when billed annually.

8. Shopify

G2 Rating: 4.4 (4,000+ reviews)

Capterra Rating: 4.5 (6,000+ reviews)

Best for: Increasing online and offline sales (retailers)

Suitable for: eCommerce retailers

Shopify is an all-in-one commerce platform where one can create, run, and grow an online store. It’s an omnichannel platform that helps retailers manage and grow their sales across various channels. It also offers marketing tools like social media ads and email campaigns to help businesses reach customers across multiple channels.

Key Features

• The tool supports selling across different channels like online stores and social media, reaching customers where they are.
• The Shopify POS enables businesses to manage in-store sales alongside online transactions. Thus, it ensures seamless customer experience online and offline.
• It provides a mobile app that allows businesses to manage their store, process orders, and view analytics on the go. In other words, one can manage their store from anywhere.
• The inventory management feature centralizes data from across all sales channels. This way, one can make sure the stock levels are accurate and reduce the risk of overselling or stockouts.

Notable Integrations: Netsuite, Microsoft, SAP, Acumatica.

Free Trial: Yes

Free Version: No

Free Demo: No

Pricing: The tool provides 4 paid plans to choose from. The starting plan is ‘Lite’, priced at $9 monthly.

9. ActiveCampaign

G2 Rating: 4.5 (10,000+ reviews)

Capterra Rating: 4.6 (400+ reviews)

Best for: Automating customer experience.

Suitable for: eCommerce, Service providers, and Sales teams.

ActiveCampaign is a customer experience automation tool. It’s designed to help businesses scale a personalized customer experience across all channels (and through the entire lifecycle). The tool does this by providing personalized product recommendations, abandoned cart reminders, and post-purchase follow-ups.

Key Features

• Marketing automation allows for creating automated workflows for email marketing, SMS marketing and so on. This ensures timely and relevant communication with customers across various channels.
• The email marketing tool it provides is intuitive with simple drag-and-drop editors. It also provides advanced segmentation and personalization options to create targeted email campaigns.
• CXA, or Customer Experience Automation, combines automation and personalization to provide a unique customer experience at all touchpoints.
• It integrates with CRM systems like Salesforce to manage leads and customer relationships.
• Sales automation features help streamline tasks like follow-ups, deal tracking, and pipeline management.

Notable Integrations: Salesforce, Zapier, Facebook, Google Analytics.

Free Trial: Yes

Free Version: No

Free Demo: No

Pricing: The paid plans for the tool begin at $8 per month (billed annually).

How to Choose an Omnichannel Platform?

The nine platforms we discussed are only a few of the many. With so many to choose from, choosing the right one can be daunting.

So, what can you do?

Start by defining your objectives for the platform you choose. For example, if you want to reach customers worldwide through multiple platforms, try SurveySparrow. Similarly, if you want to focus on sales automation across platforms, try ActiveCampaign.

If you are having trouble defining your objective with the tool, ask yourself the following questions.

• What are the pain points you want to address?
• What do you want to achieve with the platform you choose?

Also, look into the features. There are 5 specific key features an omnichannel platform must have. They are –

1. Unified customer data platform
2. Real-time analytics and reporting
3. Multichannel distribution
4. Automated workflow
5. Personalization and segmentation

So, look for tools that provide the above features and shortlist them. Fact: The 9 tools we listed fall under this category.

Now, you can use the free versions or trials of each tool to understand its intuitiveness and efficiency. So, based on your verdict itself, trim the list and narrow down the tools.

As a final step, look into the pricing and cross-reference it with your budget. The tool that falls under these categories will be the ideal omnichannel platform for you.

The tool will offer all key features, help you meet your requirements, be very handy in usability, and fall within your budget.

Start your research with SurveySparrow. The tool offers a free forever plan and a 14-day free trial for you to test it. Use the following to sign up for free.