Omnichannel customer serviceConnect Every Customer Touchpoint on a Single Platform

Trusted by companies of all sizes

What Is Omnichannel Customer Service?

Omnichannel customer service is a customer experience that connects email, chat, social, SMS, and voice in one unified platform. It preserves context at every handoff so conversations flow seamlessly, delivering consistent and personalized support across all channels.

Here are the 10 integrated support channels you can connect:

Benefits of Omnichannel Customer Service for Business

Streamline, Centralize, and Elevate Customer Support

Omnichannel service helps businesses deliver consistent, personalized experiences. By integrating channels into one platform, it improves efficiency, customer satisfaction, and brand loyalty.

Connected Communication

Handle customer interactions from multiple channels in one interface for a seamless omnichannel experience.

Enhanced Agent Productivity

Automate ticket routing, SLA tracking, and repetitive tasks with skills-based rules to boost efficiency and achieve faster resolutions.

Comprehensive Customer Profiles

Access complete interaction history across all channels for personalized, context-rich support and improved first-contact resolution.

SOLVE KEY CHALLENGES IN OMNICHANNEL CUSTOMER SUPPORT

Overcome Fragmented Communication and Deliver Seamless Support Across Channels

Skills based automation

Smart Routing & Automation

Manual ticket assignment slows response times. With skills-based routing and automated workflows, inquiries reach the right agent instantly. This improves efficiency and boosts first contact resolution, reducing customer frustration.

See automations

Pop-up window showing the rule setup process for Fan Request Routing with condition options and navigation buttons, supporting multichannel communication.

AI assistance engine

Comprehensive customer context

Disconnected systems lead to repetitive questions and poor personalization. A 360° customer view combines history from all channels for context-rich conversations and personalized experiences without gaps.

View profiles

Chat interface displaying a customer conversation about billing updates using AI Assist, reflecting responsive omnichannel support.

Live teamwork coordination

Real-Time Collaboration

Support teams often work in silos, causing delays and miscommunication. Real-time collaboration tools allow agents to share notes, tag teammates, and resolve issues together in a unified workspace, ensuring faster, coordinated responses.

Collaborate now

Email management interface displaying options for adding private or public notes with selected recipients, enhancing unified customer service.

Advanced security controls

Secure Access & Compliance

Customer data security is critical for trust and compliance. The platform offers role-based permissions, identity management, and SSO support to ensure only authorized access. All data is encrypted in transit and at rest, meeting industry standards like GDPR and HIPAA for privacy and protection.

Check security

Software interface showing a Two-Factor Authentication setting with AICPA SOC, HIPAA, and GDPR badges, supporting secure customer experience tools.

Actionable support insights

Reports and Analytics

Get instant visibility into response times, SLAs, and team workload through real time dashboards and detailed reports, helping you identify bottlenecks, improve efficiency, and make informed decisions that enhance overall support performance.

View analytics

Dashboard showing agent performance with a donut chart highlighting total, billable, and non-billable hours, supporting advanced customer engagement tools.

AI assistance engine

AI-Powered Assistance

Slow resolutions and reactive support hurt customer experience. AI Agent instantly handles routine queries, reducing wait times and freeing agents for complex issues. AI Copilot works alongside your team during live interactions, offering intelligent suggestions, and predictive insights to speed up resolutions.

AI Agents

AI Copilot

AI Actions

Explore AI

AI Copilot window displayed in a support tool with options like Rephrase and Translate, designed to improve customer experience tools.

Integrations

Connect BoldDesk with Your Essential Tools

Microsoft Teams

Create, update, and track tickets directly within Teams, with full two-way sync between BoldDesk and Microsoft Teams.

Slack

Sync BoldDesk with Slack to receive real-time alerts, collaborate on tickets through comments, and create support requests directly within Slack channels for streamlined customer service.

In App Dialer

Make and receive voice calls natively in BoldDesk via our telephony partners:

Quick and easy integration

Set Up Your Omnichannel Customer Service

Integrating the BoldDesk omnichannel customer service platform into your workflow is quick and easy. You can unify customer interactions from multiple channels, streamline communication, and boost team productivity. All of this is possible from a single centralized platform in three easy steps.

Step 1

Start Your Free Trial

Step 2

Connect Your Channels

Link all your communication channels, like email, live chat, and social media to your platform. Learn How.

Step 3

Go Live

Start engaging with customers and providing exceptional support.

Step 1

Start your free trial

Step 2

Connect your channels

Link all your communication channels, like email, live chat, and social media to your platform. Learn How.

Step 3

Go live

Start engaging with customers and providing exceptional support.

PRICING

Flexible Plans, Clear Pricing

Find the perfect plan for your business with No hidden costs, No surprises, and No lock-ins.

Help Desk

Scale

$12 ^/agent/month _{$144 billed yearly}

Includes 3 agents

Additional agents at $15/mo

Includes these features:

Email ticketing
Knowledge base
Workflow automation
Canned responses
Agent signature
Custom fields
Custom views

Help Desk & Live Chat

Momentum

$25 ^/agent/month _{$300 billed yearly}

Includes 3 agents

Additional agents at $32/mo

All Scale features, plus:

Live chat
WhatsApp & Facebook
Instagram & SMS
AI Agents
Ticket auto assignment
Ticket templates
Macros
CSAT surveys

Help Desk & Live Chat

Enterprise

$39 ^/agent/month _{$468 billed yearly}

Includes 3 agents

Additional agents at $48/mo

All Momentum features, plus:

Ticket approvals
AI Agents
HIPAA compliance
Agent shifts
Side Threads
Custom Dashboard
Scheduled reports
Activity/task management
Multibrand help desk

Help Desk

Scale

$18 ^{per agent} _{per month}

Includes 3 agents

Additional agents at $18/mo

Includes these features:

Email ticketing
Knowledge base
Workflow automation
Canned responses
Agent signature
Custom fields
Custom views

Help Desk & Live Chat

Momentum

$35 ^{per agent} _{per month}

Includes 3 agents

Additional agents at $40/mo

All Scale features, plus:

Live chat
WhatsApp & Facebook
Instagram & SMS
AI Agents
Ticket auto assignment
Ticket templates
Macros
CSAT surveys

Help Desk & Live Chat

Enterprise

$49 ^{per agent} _{per month}

Includes 3 agents

Additional agents at $60/mo

All Momentum features, plus:

Ticket approvals
AI Agents
HIPAA compliance
Agent shifts
Side Threads
Custom Dashboard
Scheduled reports
Activity/task management
Multibrand help desk

Show More Features

What Our Customers Say

"A Solution That Professionalizes Customer Service in Minutes"

We are a CRM platform based in Brazil, and we previously used a GitHub project to manage customer requests. BoldDesk has everything you could imagine in a customer service platform, including many features like APIs that we are yet to explore fully. It allows our clients to open and track tickets easily.

Carlos Rafael R.

"Complete platform for ticket management"

Excellent message management as well. Possibility of interface customization. Excellent permission management. Excellent rule management. Very comprehensive with various features. I trust in this product and I love it.

Alberto C.

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.

"Excellent tools to use"

The overall application functionality is good, UI/UX and the configurations including automations all the other services are constantly working fine. When it comes to response & resolution for a support tickets it is very satisfactory.

Harsha R.

"A Solution That Professionalizes Customer Service in Minutes"

Carlos Rafael R.

"Complete platform for ticket management"

Alberto C.

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.

"Excellent tools to use"

Harsha R.

Stay Connected Wherever You are with Our Mobile App

Download our iOS or Android app to manage your conversations on the move. Easily receive and respond to messages across all channels using the app.

Frequently Asked Questions

What is multichannel customer service, and how is it different from omnichannel?

Multichannel support lets customers contact you across separate channels like email, chat, and social. Omnichannel connects those conversations into one view with shared context, so agents switch channels without losing history or details.

How does BoldDesk omnichannel customer service work?

BoldDesk turns every email and help center inquiry into a ticket, while live chat and social messages appear as chat threads in one interface. Customers can view recent tickets and chat history from their profile. If a chat needs more detail, convert it into a ticket for long‑term support with full visibility across channels.

Which communication channels can I integrate with BoldDesk?

You can connect multiple channels like email, live chat, social media messaging and phone calls, all within BoldDesk. Some examples include WhatsApp, Facebook, Instagram, SMS, and Telegram.

What are the benefits of omnichannel customer service?

You can organize all your customer interactions in one platform, speed up response times, increase teamwork, and improve customer satisfaction across all platforms.

Does omnichannel customer service from BoldDesk support multiple languages?

Yes, BoldDesk omnichannel customer service supports a variety of languages, making it easier to provide support to global clients.

How secure is the omnichannel customer service in BoldDesk?

BoldDesk uses role‑based access controls and regular backups, and aligns with industry frameworks such as SOC, GDPR, and HIPAA where applicable. Learn more on our security page.

Recent Activities in Omnichannel Customer Service Tutorials and Blogs

Explore expert insights and best practices for optimizing your omnichannel customer support software so you can chat with your customers across platforms. Stay updated on the latest trends to enhance your support services.