Sell in every chat, DM, and email with
omnichannel customer service

Omnichannel customer service software connects multiple communication channels in a shared system. It helps support teams manage interactions with customer context available, rather than treating each message as an isolated request.

In Text, chats and email tickets sit within one workspace. Connected messaging apps feed conversations into the inbox, and a ticket created from chat links back to its source. Customers can contact you where it suits them while your team keeps track of the work.

Multichannel customer service means you offer support through several channels. Those channels may still have separate tools, histories, or teams. Omnichannel customer service connects the work across them, helping agents keep context when a customer needs another person or a follow-up.

For example, a customer starts on live chat with a delivery question. If your team needs to investigate, a ticket linked to that chat preserves the original exchange. That is more useful than asking the customer to write it all again.

Text supports website chat, email tickets, WhatsApp, Facebook Messenger, Instagram messages, and SMS through Twilio. You connect each channel separately. Email needs forwarding, Instagram needs a Professional account, and SMS needs a Twilio number.

Choose your channels around customer preferences. You do not need all these channels on day one. Add the ones your customers already use, then make sure each has an owner and a clear follow-up process. Check the WhatsApp setup requirements before migrating an existing number.

Text focuses on digital customer support. Its Twilio integration handles SMS; it is not a phone system for voice calls. If your contact center depends on phone calls, call queues, or phone assistance, evaluate those needs separately.

When comparing an omnichannel communication platform with omnichannel contact center software, check the actual channels and integrations. A unified inbox for messages and a contact center for calls solve different parts of customer support. Omnichannel contact centers can reduce operational costs by directing routine phone enquiries to chat or self-service. Text handles those digital conversations, while your phone provider handles voice calls.

The goal of omnichannel customer support is to keep customer interactions connected when someone changes channels. In Text, a transferred chat retains its conversation history, and a ticket created from chat links to the original conversation.

Do not assume every account across social media platforms automatically becomes one customer record. Check how your connected channels identify customers and what previous interaction history is available. Test the journey your customers take before relying on it.

AI can support your omnichannel customer service by answering common questions across multiple channels. It uses available context to understand what the customer needs and can pass requests to a person when required. Text’s AI Agent works across website chat and supported messaging channels, using the knowledge sources you provide.

For a shopper comparing products, that can mean a relevant recommendation or an upsell that fits what they asked for. For a complex request, it can mean collecting details for the next agent. Your team stays responsible for the source material, transfer rules, and quality of the answers.

Self-service resources, such as a help center or knowledge base, let customers find an answer on their own. AI can use that same content to answer a question in a conversation, so someone does not have to search through articles first.

Keep delivery terms, returns policies, and product guidance current. In Text, you can add websites, files, or articles as knowledge sources for AI. For personalized support, give customers a route to a person when self-service does not solve their problem.

Map the entire customer journey, including the questions potential customers ask before their first order. List where people contact you before buying, after an order, and when they need help. Choose the channels that matter at those points, then decide who handles each request.

Build your omnichannel customer service strategy around a few real cases: a product question, a delivery problem, and a return. Test the handoffs, check what information agents can see, and agree on response times. Review where customers repeat themselves or wait too long, then fix those steps.

Track response times, ticket volume, resolution time, and customer satisfaction. Read customer feedback alongside the numbers to understand customer sentiment. A short response time is less useful if the answer misses the question.

Review agent performance with the difficulty of the work in mind. If you track first contact resolution rate, agree on what counts as resolved and how you count reopened requests. For sales, use Text’s reports to see orders attributed to chat. Together, these checks show where support operations need attention.

It can reduce duplicated work: checking separate inboxes, copying customer details, or asking a teammate for the same context. Automation can distribute routine requests, and AI can answer questions that would otherwise need an agent.

When reducing operational costs, count the full bill: seats, AI usage, channel-provider fees, and setup time. Compare that with time saved and the quality of customer support. Lower costs should leave your team able to handle the cases that need care.

Look for the channels your customers need, clear ownership, useful customer history, and reporting you will use. Test how the customer service software works with your store and CRM, including which fields each integration transfers.

An omnichannel platform is useful only if it fits the work. Ask agents to handle a real request from first message to follow-up. Check how they find the full context, bring in a colleague, and record the result. This tells you more than a long feature list.

In Salesforce research, 70% of customers expected every company representative to have the same information about them. Make the next step clear. For consistent omnichannel support, tell customers when someone will reply, keep the details they have already shared available to your team, and explain any handoff. Customers expect useful help even when a different agent picks up the request.

Ask customers directly where the experience fell short. Did they have to repeat an order number? Did an email go unanswered after a helpful chat? Use those answers to improve the steps between channels. A seamless customer experience means those steps connect: the agent can find the question, the customer knows what happens next, and the follow-up arrives where agreed.

Review omnichannel strategies against your own results: fewer repeated questions, better feedback, and repeat business. Adding more channels is worthwhile when your team can support them well.

Aberdeen’s 2013 research found that companies with omnichannel customer experience programs saw a 6.5% year-over-year improvement in customer retention, compared with 3.4% for other companies. That is a 91% greater annual improvement, rather than a 91% retention rate or a guaranteed lift from buying software.

Omnisend’s analysis of 2018 marketing campaigns found 250% higher engagement for campaigns using three or more channels: 18.96%, compared with 5.4% for a single channel. That finding concerns ecommerce marketing campaigns, not support conversations.

Use these studies as background. Judge your own omnichannel customer service strategy by customer satisfaction, repeat contacts, retention, and the cost of resolving a request.

Essential starts at $19 per user per month, billed yearly, or $25 billed monthly. Growth is $79 per user per month, billed yearly, or $99 billed monthly. Enterprise has custom pricing.

Plans include AI with usage limits; additional AI resolutions cost extra. SMS requires a separate Twilio account. Check the current plans and allowances for the setup you need. Your trial lasts 14 days and does not require a credit card.

No, your LiveChat plan stays the same. The features and capabilities on this page are part of Text and are available under Text pricing plans. They are not included in LiveChat plans, including legacy LiveChat subscriptions. Availability, limits, and pricing depend on your Text plan. If you’re on a LiveChat plan and want these features, you can move to Text.