Multi-channel customer communication: 5 best solutions for 2024

Businesses today must use multiple communication channels to engage with their customers effectively. Multi-channel customer communication is about interacting with your audience through various platforms like social media, email and chatbots, providing a seamless experience across each one.

As customer expectations rise, mastering a multi-channel support approach becomes essential for maintaining customer loyalty and engagement.

Here is what you will learn after reading this article:

• The key differences between multichannel and omnichannel communication.

• A comparative review of the top five multi-channel customer communication solutions for 2024.

• Tips on how to choose the best tool for your business.

Let’s explore the different aspects of multi-channel communication and find the best solutions for your needs.

Multichannel vs. omnichannel communication

When discussing customer communication strategies, the terms "multichannel" and "omnichannel" often come up, and while they are related, they represent different approaches.

Multichannel communication involves engaging customers through various platforms such as social media, email, live chat and phone. Each communication channel operates independently, allowing customers to choose their preferred channels. However, the experience may vary across different channels, as they are not necessarily connected.

On the other hand, omnichannel communication integrates all communication channels into a cohesive system. This approach ensures that the customer experience is consistent, regardless of the platform. For instance, a conversation started on social media can continue through email or chat, with all information carried over between channels.

The key difference lies in the integration and consistency of the customer experience. Multichannel offers a broad presence across platforms, while omnichannel focuses on creating a unified journey, making the latter more suitable for businesses aiming to provide better customer experience.

Comparative review of the five best multi-channel customer communication solutions

Chatfuel

Source: G2

Chatfuel is one of the best chatbot development companies, particularly for businesses that aim to scale their multi-channel customer support through messengers like WhatsApp, Facebook Messenger and Instagram. Chatfuel stands out with its user-friendly, no-code interface, which allows businesses to create and deploy chatbots without any programming knowledge.

If you're looking for other no-code bot-building service solutions, explore some of the best no-code chatbot builders to find the one that fits your needs.

With powerful AI-driven features, Chatfuel offers a comprehensive solution for automating customer interactions, from answering FAQs to managing sales and re-engagement campaigns.

A 3D Mats eCommerce customer used Chatfuel to automate 70% of repetitive inquiries, resulting in a 999% return on ad spend (ROAS) and a 30% increase in repurchase rates.

Features

• Flow builder: A visual, drag-and-drop interface that makes it easy to design and automate chatbot conversations, covering everything from customer support to sales.

• Pre-built templates: Over 30 templates tailored to popular use cases, enabling businesses to launch chatbots quickly.

• AI-powered engagement: ChatGPT integration allows the bot to interact with customers in a natural, human-like manner, improving engagement and conversion rates.

• Multi-channel integration: Connects easily with platforms like WhatsApp, Facebook Messenger and Instagram and integrates with tools like Google Sheets, Zapier and Stripe.

• Live chat and shared inbox: Provides real-time customer support with the ability to assign conversations to different agents. This ensures smooth and effective communication.

• Re-engagement tools: Automates follow-up messages for abandoned carts, upselling, cross-selling and customer feedback collection.

• Analytics and A/B testing: Offers intuitive analytics to track and optimize chatbot performance, along with A/B testing to refine messaging strategies.

Pricing

• Business plan (Facebook & Instagram): Starts at $19.99 per month for up to 1,000 conversations, with additional conversations priced at $0.02 each.

• Business plan (WhatsApp): Starts at $34.49 per month for up to 1,000 conversations, with the same additional conversation rate.

• Enterprise plan: Starts at $300 per month, offering tailored enterprise chatbots and services, priority support and 10 hours of free bot-building assistance.

User ratings

G2: 4.5 (44 reviews) Capterra: 4.4 (27 reviews)

Source: G2

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Hubspot

Source: G2

HubSpot is an all-in-one customer platform that seamlessly integrates marketing, sales, service and operations. Known for its marketing efforts, HubSpot helps businesses of all sizes grow by providing a unified view of the customer journey.

If you're looking for a platform that can provide more advanced AI functionalities, you might also be interested in exploring some advanced AI solutions available today.

Features

• Marketing automation: Automate campaigns and track performance with advanced analytics.

• Sales CRM: Manage deals, pipelines and customer relationships with ease.

• Customer service tools: Provide omni-channel support with a unified help desk.

• Content management: Create, manage and optimize content across all platforms.

Pricing

• Free tools: $0 for up to 2 users.

• Starter plan: From $15/month per user.

• Professional plan: From $800/month.

• Enterprise plan: From $3,600/month.

User ratings

G2: 4.5 (2428 reviews) Capterra: 4.4 (163 reviews)

Source: G2

Twilio

Image source: Twilio

Twilio is one of the leading cloud communications platforms that enables businesses to deliver multichannel customer service across SMS, voice, email and chat. It’s known for its APIs, which developers love for building custom communication solutions.

If you're looking for a platform that also excels in sales automation, check out this list of some of the best AI sales assistant software to enhance your strategy.

Features

• MessagingX: A multichannel messaging platform that supports SMS, MMS, WhatsApp and more.

• Twilio Flex: A customizable contact center solution for delivering personalized support at scale.

• Voice API: Tools for building advanced voice applications with global reach.

• Verify: User authentication and identity tools to secure customer accounts.

Pricing

• Pay-as-you-go: Pricing varies based on usage and channels, with discounts for higher volumes.

• Messaging: Costs per message, segment, or conversation, depending on the channel (e.g., SMS, WhatsApp).

• API access: Pay per API call, with rates depending on the specific API.

User ratings

G2: 4.2 (472 reviews) Capterra: 4.4 (454 reviews)

Source: G2

Tawk.to

Source: G2

Tawk.to is a widely used, free live chat and multi-channel customer service platform designed to help businesses engage with their customers in real time. It offers a range of tools to streamline multichannel support, from live chat to ticketing and knowledge base management, all in one place. This ensures that customer service reps can quickly handle inquiries across multiple communication channels.

Exploring Shopify live chat apps could be a beneficial next step for businesses looking to integrate live chat specifically on Shopify.

Features

• Unlimited agents: No limit on the number of agents you can add, ensuring you can scale your customer support easily.

• Real-time monitoring: Track visitor activity across your site and engage them at the right moment.

• Knowledge base: Create a customizable knowledge base to help customers find answers without contacting support.

• AI assist: Automate customer communication with AI-powered bots, available 24/7.

Pricing

• Free: Tawk.to is free to use, with the option to remove the “Powered by tawk.to” branding for $29/month.

• AI assist: Available for $29/month for sites with higher chat volumes.

• Hire live agents: Optional service at $1/hour for professionally trained agents to handle chats on your behalf.

User ratings

G2: 4.5 (188 reviews) Capterra: 4.6 (360 reviews)

Source: G2

Olark

Source: G2

Olark is a versatile live chat and AI-powered communication tool designed to help businesses engage with customers in real time. With a focus on accessibility and human-first design, Olark supports live chat interactions, automated chatbots, and AI models to enhance customer experience.

To improve your AI-driven communication strategy further, explore some of the best AI customer service software to find tools that align with your business goals.

Features

• Customizable chatbox: Tailor the chat interface to fit your brand and meet accessibility standards.

• AI-powered automation: Utilize AI to automate common tasks and improve chat response times.

• Advanced reporting: Access detailed analytics and reports to optimize your customer interactions.

• Chat routing: Direct chats to the appropriate agent based on criteria like location or customer status.

Pricing

• Standard plan: $29 per month per seat, including all core features like reporting and integrations.

• Pro plan: Includes advanced AI and automation features, starting with customized pricing based on needs.

User ratings

G2: 4.3 (223 reviews) Capterra: 4.5 (473 reviews)

Source: G2

What multi-channel customer communication tool should you choose?

Choosing the right multi-channel communications tool depends on your business's specific needs and goals. Here's a breakdown of the key factors to consider when making your decision.

Integration capabilities

A critical factor in selecting a communication tool is its ability to integrate with your existing systems. Look for platforms that easily connect with your CRM, email marketing software, social media and e-commerce platforms. Tools like Chatfuel and Twilio offer extensive integration options, ensuring your communication efforts are streamlined and your customer data is unified.

Channel coverage and flexibility

The ideal tool should support multiple channels where your customers are most active. Whether SMS, email, social media, or live chat, the platform should allow you to engage customers across various touchpoints.

Twilio offers extensive channel coverage, including SMS, WhatsApp and voice. On the other hand, HubSpot provides a unified platform for managing email, social media and more, while Tawk.to is particularly strong in live chat and ticketing systems.

Automation and personalization

Automation capabilities can drastically enhance efficiency by handling repetitive tasks and enabling large-scale personalized customer interactions.

Chatfuel and Olark are excellent for leveraging AI to automate responses and guide customers through their journey, while HubSpot offers marketing automation features that can be tailored to specific customer segments.

Analytics

Choosing a tool with strong analytics capabilities is essential to optimize your communication strategy.

This will allow you to track:

• Performance

• Customer engagement

• Overall communication effectiveness

Companies looking for more specialized tools can also benefit from evaluating AI sales tools to improve conversion rates and customer interaction outcomes.

Multi-channel customer communication tools: comparison table

Ready to boost your multi-channel customer communication with chatbots? Try Chatfuel today

Improving your multi-channel communication is crucial today. Chatbots can help you:

1. Engage customers

2. Streamline operations

3. Improve results across platforms

Chatfuel offers an intuitive, powerful solution for businesses looking to enhance their communication efforts. Whether you're automating responses, integrating with popular platforms, or optimizing performance through advanced analytics, Chatfuel provides everything you need to succeed.

Ready to take your customer communication to the next level?

Sign up for Chatfuel today and start experiencing the benefits of a seamless, multi-channel strategy.

FAQs

What is the difference between multi-channel and omnichannel customer communication?

Multi-channel involves engaging customers across various platforms independently, while omnichannel integrates all platforms to provide a seamless, unified customer experience.

Can a chatbot improve my multi-channel customer communication strategy?

Yes, chatbots can automate responses, provide consistent engagement across platforms and enhance customer satisfaction by being available 24/7.

Can I try a chatbot for free first before making a decision?

Many platforms, including Chatfuel, offer a free trial so you can test their features before committing.

What platform can I use a chatbot with?

Depending on the provider, chatbots can be integrated with various platforms like WhatsApp, Facebook Messenger, Instagram, websites, and more.