In 2022, we will have more omnichannel platforms that will function perfectly and thus serve different types of companies and business models. These platforms have become a fundamental pillar to always be able to adequately serve millions of users on the Internet. Companies have developed strategies and ways to improve based on omnichannel. In this way it was possible to obtain more and better sales.

With the arrival of these platforms, many entrepreneurs have decided to create new tools. All with specific features for digital sales and customer service. Here we show you what these platforms are, how they can help your business grow, and which ones are the best. This way you will understand how beneficial these can be for your business and how you can take your service to the next level.

In particular, many of these companies are competing fiercely with each other to position themselves as the best in their field. While many of them actually all have very similar features, each has its strengths and weaknesses. In this article we will advise you which are the best omnichannel platforms of 2022. In addition, we will provide you with more options that are also very interesting so that you can make a decision based on that information.

What are omnichannel platforms?

An omnichannel platform is not the same as a multichannel one: it allows the integrated use of multiple communication channels from a single platform. It’s a communication strategy that integrates the actions of different service channels in order to be served quickly and efficiently.

In this way, companies can develop their service and sales work in one single action. This allows customers not to detect any differences between the platforms. It is about capturing the attention and messages of users from any available medium, thus managing to cover many services in an efficient, quick and simple way.

Best omnichannel platforms

Comparison of the best omnichannel platforms of 2022

Here we show you which are the best omnichannel platforms of 2022. Each with its strengths and weaknesses:

Callbell

Callbell is the best omnichannel platform for managing messages on social networks. Generally, these types of tools are quite expensive, so finding an affordable and, at the same time, effective one is very difficult. Callbell has all the most important features of omnichannel platforms, such as: managing chats from different social networks such as WhatsApp, Telegram, Instagram or Facebook, multi-agent chat even with WhatsApp, messaging statistics, statistics of your activity, statistics of yours agents, and being able to integrate all these social networks in one place while also serve customers in the same way, regardless of the specific case.

While Callbell doesn’t have many integrations, the few it features are constantly improving, creating new tools that will help you with your business. The customer support is very good and the operators are always willing to help you. Finally, the aesthetics of the platform are minimalist and very pleasing to the eye. This tool is undoubtedly a great investment in managing social media messages, and is perfect for small and medium-sized businesses that want to apply omnichannel strategies for their customer service and sales model.

B2chat

B2chat is a company that offers chat center services. Therefore, the agents of your company will be able to manage from a single platform –  the typical omnichannel one –  the chats coming from different service channels and also offer CRM services created mainly for the management of WhatsApp leads. Moreover, it can be used to organize all types of leads from different social networks, transfer tickets or conversations to other agents or departments. In addition, it also features built-in chatbots, predefined replies and the sending of notifications.

As for the price. B2chat attaches incredible importance to WhatsApp as the most expensive plan of the service exclusively features WhatsApp while the cheapest plan, on the other hand, excludes it. It must be considered that the plan comes with only 2 users by default and that each additional user has an extra cost, in terms of customer service it is relatively good, generally the operators respond quickly. While it is considered an omnichannel platform, it doesn’t have that many built-in service channels, which can be a drawback to your business.

Zendesk

Zendesk  is a customer support tool that allows you to connect your agents with customers via WhatsApp and other communication channels, making this platform omnichannel, so that they can visit them from the same tool without having to log into the instant messaging app or to other contact pages, such as Facebook or Instagram.

In addition, you can track all the activities of your operators so that you can evaluate the daily or monthly performance of each employee along with their metrics in terms of messages and customer satisfaction. Zendesk, moreover, focuses not only on WhatsApp but also on multiple platforms such as Facebook, Instagram or Gmail, which you can integrate and which will make life easier and work much more practical.

You can also use Zendesk for tech support, sales, and the team. It is a tool designed for companies that have a medium-high level of development. However, it must always be considered that once you have chosen this omnichannel communication solution it is very expensive and, for this reason, we do not recommend using it unless you really need it. It is a good but expensive tool from which, however, various benefits can be obtained.

Sirena

Sirena  is a fairly complete and omnichannel application, as it integrates multiple communication channels, presents integrations for tools such as MercadoLibre, Google Drive, WhatsApp, Instagram, Facebook Messenger and much more. This is in fact the strong point of Sirena and it is for this reason that many companies choose this solution. However, there are some points to consider when deciding to use Sirena; among these is the complexity of the software. Having so many integrations, learning how to use the platform becomes quite complex and the onboarding process feels rather slow and tedious. Always remember that we need solutions capable of making our customers’ lives simpler and not more complex, especially when it comes to omnichannel strategies.

Plus, the cost is high and this means that SMEs cannot afford this solution, or it becomes very difficult for them to do so, as Sirena charges a surplus for each WhatsApp message sent in a conversation that lasts more than 24 hours. or if you exceed your monthly message limit. Also, the support is mediocre, as agents only offer customer service via email and they usually take a long time to respond. It is a good service but with a customer  service not top-notch and a rather high investment cost. Although the platform is a benchmark in omnichannel, the truth is that it is still very complicated to use.

Best omnichannel platforms

What is the best omnichannel platform?

After describing the best omnichannel platforms of 2022, you may be wondering which is the best of all or which one we recommend. This time we will tell you about Callbell, the best omnichannel communication platform for support and sales.

Callbell is a tool that unifies the main social networks into one place (WhatsApp, Telegram, Facebook and Instagram). The platform is designed and optimized for sales teams, providing a better user experience; in addition, it offers agent metrics, business metrics and many features in terms of sales teams in order to get more and better conversions.

The price is extremely generous. The support and customer service are second to none. The operators are always ready to help you and assist you at all times. If you would like more information on this platform, you can click here.

Frequent Questions
What are omnichannel platforms?
An omnichannel platform is not the same as a multichannel one: it allows the integrated use of multiple communication channels from a single platform. It’s a communication strategy that integrates the actions of different service channels in order to be served quickly and efficiently.

In this way, companies can develop their service and sales work in one single action. This allows customers not to detect any differences between the platforms. It is about capturing the attention and messages of users from any available medium, thus managing to cover many services in an efficient, quick and simple way.

What are the best omnichannel platforms of 2022?
The best omnichannel platforms of 2022 that can help you grow your business and your business steadily so that you stand out for customer service and sales are: Callbell, Zendesk, B2chat and Sirena.

As you can see, these platforms will help you respond to all requests from your customers every day and from any communication channel, always in a safe, efficient and effective way.

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About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct