Have you noticed the vast number of channels and platforms that exist today to communicate with your customers? The reality is that there are many, and more will likely be created, and this is something companies should use to their advantage. The way? Start operating with a multichannel service that provides the ability to communicate with a variety of customers in a massive, automated, and personalized way. So, in a world where everything is managed through large and diverse functions, it’s time to take the lead and start managing according to customer preferences and needs.
In general, multichannel service offers great benefits. Beyond providing the possibility of interacting through multiple platforms, it also allows you to enhance sales processes, improve team operations and production, and incentivize companies to achieve greater goals. It’s true that you will face various challenges; however, you will be able to overcome them thanks to the great capabilities it offers.
Since we want you to start using this strategy and achieve the goals mentioned above, we present the right system that will allow you to do so: CRM. In this article, we present our top 10 CRM systems to help you start enjoying multi-channel functionality.
Let’s get started!
Key Features to Look for in a Multichannel CRM
Not all CRMs work the same or have the same customer service capabilities, so we’re sharing the features you should consider when selecting your new system to optimize your customer service:
Centralized inbox for all customer conversations
What we propose is that you can serve a wide variety of customers (or even the same customer) through different service channels. Now, this doesn’t mean we’re inciting chaos. The plan isn’t for you to try to manage all platforms individually and simultaneously. On the contrary, the ideal is that the system you select can operate through a centralized inbox that can process all customer conversations.
Seamless integration with social media, email, and messaging apps
This may seem like a no-brainer, but first and foremost, the CRM you select should be able to seamlessly integrate seamlessly with various social media, email, and messaging apps. Ideally, you should be able to manage all of these channels from a single platform and customize them according to your preferences and brand needs.
Automation and AI-driven communication workflows
In addition to operating multi-channel, the CRM system you choose should be able to streamline processes by working automatically. This will allow you to contact customers seamlessly at any time of day without relying on a human agent. It’s also important that it can process AI-based communication workflows, creating an exceptional workflow free from human error and downtime.
Top 10 CRM Systems Offering Multichannel Communication
It’s time to move on to the interesting part: discussing and evaluating our top 10 CRM systems for multi-channel communication, so we can start creating the best customer service. Let’s start:
Kommo – The All-in-One CRM with Multichannel Automation
Were you looking for an easy-to-use tool with extensive communication capabilities? Well, Kommo has come to the rescue. This is an optimal conversational CRM that’s a leader in improving customer relationships. Its efficient approach focuses on:
- Creating automated and efficient workflows.
- Integrating your communication with popular platforms like WhatsApp, Instagram, email, and more.
- Operating dynamically through a single platform.
- Capturing and converting leads seamlessly.
- Streamlining processes and analyzing results.
So, these and other features are what this software offers to create a winning workflow and optimize customer service processes, increasing profits and conversion rates.
HubSpot CRM
Nothing in life comes for free, except for HubSpot CRM, a completely free software offering extensive automation capabilities and a user-friendly interface. Thanks to its popularity, it’s the favorite choice for many, offering advanced features for managing multi-channel customer service and integration with other tools that can optimize your operating system.
Salesforce Service Cloud
Sometimes you just want an exceptional tool with great integration capabilities with other business systems, like Salesforce Service Cloud. This CRM is one of the best for developing first-class customer communication, operating across multiple channels, and allowing you to customize each process for efficient, seamless management.
Zoho CRM
Zoho CRM is a software that gives you the ability to improve your customer service, sales, and marketing. Specifically designed to offer scalability to businesses of all sizes, it also provides advanced features for multi-channel operations to deliver optimal, seamless service.
Freshsales
If you were considering a tool that would improve your sales processes but didn’t require extensive programming knowledge, Freshsales is here to enhance this aspect of your service. This software is an excellent option for improving service capabilities by offering automated AI, lead scoring, and multi-channel service features.
Pipedrive
The sales funnel is a fundamental part of your company’s growth, so if you’re looking for a tool to optimize it, Pipedrive is your best ally. With an easy-to-use interface, this software focuses specifically on improving your sales, managing it with advanced features such as repetitive task automation, lead management, deal tracking, and multichannel communication.
Zendesk Sell
To manage more sales, you need to close as many deals as possible, and you know this perfectly well with Zendesk Sell. This CRM specializes in improving your customer relationship through great features such as multi-channel support across social media, email, and websites, generating unique and efficient customer service while also improving all necessary business processes.
Bitrix24
Were you looking for an all-in-one tool for your large company? Britix4 is here to save the day. This CRM combines powerful capabilities such as project management and communication tools to provide optimal, multi-channel support through live chat, email, phone, and more, which can improve your customer relationships and administrative processes.
ActiveCampaing
What we really need here is a powerful CRM tool, something ActiveCampaign excels at, providing advanced features that combine marketing automation with multi-channel service. Furthermore, this software is ideal for companies to customize their own sales process through the platforms they choose, improving workflows and streamlining sales.
Monday CRM
Some CRM are a little complicated; for that reason, it’s better to work with customized software like Monday CRM, an advanced and easy-to-use program to make smarter communications with excellent features to allow teams to optimize sales processes and customer interactions with automation, tracking deals, and personalizing workflows.
How Multichannel CRMs Enhance Customer Relationships
Many CRMs we’ve mentioned offer excellent features and benefits for sales, but how could this strategy improve customer service? Here’s how it improves customer relationships so you can have the complete view:
Providing a seamless customer experience across platforms
Each customer has their own preferences, and knowing this, it’s also important to provide them with the convenience and confidence of contacting them through their preferred channel. Therefore, there’s no better way to improve customer relationships than through multi-channel management. Ultimately, the greatest benefit you can provide is to provide optimal, personalized, and efficient service to carry out your operations.
Reducing response time with centralized communication tools
While automation provides a reduction in response time, you can also apply it when integrating your multi-channel service. There will be no need to operate through multiple channels and manage them individually; ultimately, the goal is to work efficiently through a single platform to generate the best possible service. Therefore, you offer interactions across different platforms in real time.
Increasing sales opportunities through automated engagement
Offering exceptional, automated service across multiple channels undoubtedly provides a significant increase in sales opportunities for companies. Ultimately, you’re giving customers the opportunity to communicate through the platform they prefer and receive immediate, personalized interactions at any time of day, which leads to increased consumer satisfaction and increased loyalty.
How to Choose the Right CRM for Your Multichannel Needs
Now it’s time to analyze the technical part. Let’s figure out how to choose the right CRM for your multichannel needs. With these tips, you can find the perfect tool to grow your business:
Assessing integration capabilities with your existing tools
It seems like these software packages are capable of everything; however, many have certain limitations that you should consider, primarily the programs they can be integrated with. So, when selecting your ideal CRM, it should be able to work seamlessly with your existing tools to offer improved customer service, sales, and marketing capabilities.
Importance of user-friendly dashboards and reporting
This may not be your case (or maybe it is), but many companies lack advanced programming knowledge. Therefore, to avoid any errors and complications, you need to give the necessary importance to finding intuitive dashboards and reports that can help you manage your business efficiently and smoothly.
Scalability and pricing considerations for growing businesses
Each tool can provide scalability in its own way. However, something very important to evaluate and verify is the price of each one. It’s important not to fall in love with any CRM that doesn’t cover your budget, so you must determine how to boost your business and get the capabilities you need with what you can afford.
Final Thoughts
Once you’ve read the entire article and reached this final point, it’s time to reflect and think: Is it time to improve my service and sales? The answer will obviously be positive, and you’ll achieve this by integrating one of the great CRM systems we mentioned today. By following the recommendations and steps, we’re confident you’ll be able to boost your business thanks to the exceptional features you’ll be able to acquire and the first-class multi-channel service you’ll begin to provide.
