An omnichannel helpdesk is a case management software solution that can ingest customer enquiries from any channel, including voice, chat, email, form, social media and more. This means a customer can contact your organisation from any channel of their choice, and receive the same outstanding level of support, from the same dedicated customer service team.

To make your customer service agent’s lives easier, its possible to switch between channels on the same ticket where required. For example, if a customer contacts your organisation via Tweet, the assigned agent can seamlessly switch to any other channel to continue assisting the customer without losing the thread of the conversation. All these interactions can feed into in-depth reporting across channels, giving management teams a comprehensive insight into customer behaviours, attitudes and trends across the board.