Great customer engagement starts here

Unify and manage all customer experience interactions across marketing, sales and support in a single platform.

  • Engage with more customers with Comm100 Live Chat
  • Text. Voice. Chatbots. Video. File sharing. Co-browsing.
  • Text. Voice. Chatbots. Video. File sharing. Co-browsing.
 
partner logo
partner logo
partner logo
partner logo
features

Omni Channel Help Desk & Ticketing

Convert your conversations across all channels in one unified inbox and empower your support team with an all-in-one CX platform.

Team inbox

Ensure all customer inquiries are centralized and assigned to the appropriate team member for a quick and efficient resolution.

Automated ticketing

Automate your ticketing system to organize and prioritize customer inquiries, reducing the risk of issues falling through the cracks.

Routing rules

Set up routing rules to direct customer inquiries to the appropriate team member or department, ensuring a prompt response time.

Internal notes & mentions

Allow team members to communicate internally using notes and mentions to collaborate on resolving customer issues efficiently.

Unified customer view

Provide a 360-degree view of your customers’ interaction history across all channels, allowing your team to have more context and anticipate their needs.

SLA & Audit logs

Service level agreements (SLAs) can be set and monitored to ensure timely customer support, and audit logs can track all changes made to tickets for transparency and accountability.

Canned replies

Pre-written responses can be used to quickly address common customer inquiries, saving time for agents and improving response time.

+60%

Self Service

Provide Instant Help to Your Customers 24×7.

+30%

Customer Satisfaction

Deliver excellent customer support across all channels.

+40%

Faster Response Time

Respond conversations quicker with workflows and rules.

Elevate your CX with customer support automation

Reduce your ticket volume by upto 80% with a powerful knowledge base. Use it as a stand alone site or embedded inside messenger.

Multi-lingual support

Knowledge base software supports multiple languages to cater to a global audience and provide ease of use to users who aren’t proficient in a single language.

Embedded with messenger

It allows communication within the software to access information related to a specific topic quickly.

Ticketing integration

Enables customers to raise support tickets and track them in the software, enhancing customer satisfaction by providing prompt resolution.

Customization

Allows customization of the software to suit the individual requirements of a business entity, providing flexibility in preserving the corporate identity while meeting unique user requirements.

Feedback ratings

Enhanced with a feedback rating mechanism provides essential feedback on the quality of content in the knowledge base software.

Version control

Knowledge Base Software ensures that the latest version of the document is being accessed by the end-user.

SEO Optimized

Optimizes your articles and help content for search engines to increase visibility and drive relevant traffic to the website.

Reporting

Provides performance reports that allow businesses to monitor the performance of content creators and the software itself to ensure that all resources are being used effectively.

Start improving your customer service

Find out how Freshdesk can help you take yourcustomer support to new heights on your free trial.

Deliver seamless CX with omnichannel support

Deliver contextual responses faster without switching between tools with an all-in-one omni channel customer communication platform.

Live chat

Provides real-time communication between customers and businesses, offering swift solutions and personalized support.

Email

A traditional but effective channel that allows customers to seek assistance in detail, with the ability to track conversations and refer to them when needed.

Whatsapp Business

Connect with your customers on the most popular messaging channel that provides quick solutions and an opportunity for businesses to humanize their communication.

Instagram DM

Engage with customers on social media by allowing them to ask questions and seek assistance in Instagram DMs. Use personalized responses and templates to handle common queries.

SMS

SMS support allows businesses to communicate with customers through text messages. It’s a quick and easy way to provide support, especially for customers who prefer to communicate through text.

Contact Form

A web-based form that allows customers to provide their details and request assistance, often providing businesses with valuable customer data in the process.

Facebook Messenger

Provides an informal channel of communication that is flexible and convenient for customers, and offers businesses an opportunity to provide real-time support in a platform where customers spend most of their time.

Powerful live chat for always-on experience

Acquire more leads, engage with prospects in real time and support your customers instantly with the most powerful chat messenger.

Chat pages

Create dedicated chat pages for your brand to integrate on your website, email signature or anywhere with a link, allowing customers to easily initiate conversations with your business.

Visitor analytics

Gain insights into your visitors by tracking their activity, demographics, and location, helping you tailor your communication to meet their needs.

In-chat help center

Provide seamless customer service with an in-chat help center that offers immediate solutions to customers’ queries.

Branding & Appearance

Tailor the look of your chat widget to match your brand’s appearance, helping you maintain consistency across different customer touchpoints.

Chat surveys

Get feedback on your customer service with chat surveys which also offer customers an opportunity to voice their feedback.

Live visitors

See real-time information about visitors currently browsing your site keeping your employees engaged and alert.

Lead qualification

Use live chat software to qualify leads by automating data collection and segmenting visitors into different customer profiles.

Sneak peak

Allow your agents to see what your visitors are typing in real time so that they can be more prepared to provide contextual answers.

Increase your marketing engagement with multichannel campaigns

Reach out to potential customers or re-engage with existing contacts with one-off newsletters or trigger based chat campaigns at every stage of the funnel

Proactive chat campaigns

Instantly engage website visitors with personalized messaging and proactive chat invitations to guide them through the buying journey.

Visitor targeting

Leverage data to customize the customer experience based on visitor traits, such as location, device, behavior, and interest.

Multi-device support

Ensure a seamless experience across all devices by optimizing your campaigns for mobile, tablet, and desktop.

Drag & drop builder

Easily create beautiful, customized campaigns without any coding knowledge using a drag and drop builder.

Email templates

Save time and streamline your email campaigns by using pre-designed templates that align with your branding and messaging.

Customer lifecycle stages

Tailor your messaging and promotions based on where customers are in the buying journey, from awareness to post-purchase follow-up.

Never miss important conversations with automated workflows

Automate your customer communication and internal processes so that your team can focus on time critical tasks. Workflows is like a virtual assistant for your team.

Incoming Conversations

Workflow automation can help you manage incoming conversations more effectively by automatically capturing and routing messages to the right team or individual, ensuring that nothing falls through the cracks.

Update Contacts

With workflow automation, you can automatically update contact information in your database or CRM system, saving time and reducing errors.

Skill-Based Routing

By using skill-based routing, workflow automation can ensure that customer inquiries are directed to the most qualified team or individual, increasing the likelihood of a positive outcome.

Tag Management

Workflow automation can help you standardize your tagging process, making it easier to search and analyze customer data and gain insights into your operations.

Round Robin

Using round-robin routing, workflow automation can distribute tasks or leads evenly among team members, ensuring that no one is overwhelmed while boosting productivity.

Auto Resolve

With auto-resolve capabilities, workflow automation can automatically route simple or routine tasks to an automated system or bot, freeing up valuable human resources for more complex or strategic activities.

Make team collaboration efficient to scale your customer communication

With Omni24, you can bring all your team members in one place to deliver contextual and conversational experience to your customers, without switching tools.

SLA & Audit logs

Monitor and track your team’s performance with SLA and audit logs to ensure timely response and resolution of customer inquiries.

Agent Analytics

Analyze your team’s performance, set goals, and improve customer interactions with agent analytics that provide insights into key metrics such as response time, resolution rate, and customer satisfaction.

Business hours

Customize your availability and set business hours to ensure that customers can reach you when you’re open for business.

Tags

Organize and categorize customer inquiries with tags to quickly address them and gain insights into common themes and trends.

Internal notes & mentions

Collaborate effectively and communicate internally with internal notes and mentions to keep everyone in the loop and ensure that no customer inquiry goes unanswered.

Single customer view

Gain a comprehensive view of each customer and their interactions across multiple channels to personalize interactions and provide a seamless customer experience.

Canned replies

Optimize your team’s response time and efficiency with canned replies that allow agents to respond quickly to common inquiries with pre-written responses.

Routing rules

Automate the distribution of customer inquiries to the right agent with routing rules that consider factors such as channel, language, and expertise.

Make data driven decision with powerful customer & team analytics

Keep a bird’s eye view on your conversations, customer journey and team performance to unify your marketing, sales & support data.

Customer metrics

Get valuable insights into customer behavior and preferences to improve your customer experience and increase loyalty.

Team KPIs

Set and track team key performance indicators to motivate employees, drive productivity, and achieve business objectives.

Knowledge base analytics

Track how customers are engaging with your knowledge base to identify gaps in content and improve self-service options.

Staffing prediction

Accurately forecast staffing needs based on historical data to ensure optimal resource allocation and maximize efficiency.

SLA breaches

Identify and address issues that lead to service level agreement breaches to improve customer satisfaction and prevent lost revenue.

Customer satisfaction

Measure customer satisfaction across multiple channels to identify areas of improvement and deliver a seamless experience.

Visitor analytics

Analyze website visitor behavior to optimize your online presence, increase conversions, and enhance customer engagement.

Goals & sales tracking

Monitor progress towards goals and track sales performance to drive revenue growth and maximize profitability.

Ensuring higher customer trust with a secured platform

Omni24 adheres to the highest international standards for network security and data protection to ensure enterprise grade security.

Data Security

Omni24’s robust data security architecture adds a security layer in protecting customer data from cyber-attacks and unauthorized access. Encryption and firewalls are a few measures that must be included in an omnichannel platform to safeguard this sensitive information.

Access Control

Omni24 strictly restricts access control features to authorized users to protect data integrity. Limiting access to customer data can prevent data breaches and protect confidential information.

Application Security

Omni24’s platform delves into advanced security techniques used to detect and prevent cyber-attacks like SQL injection, cross-site scripting, and cross-site request forgery.

Backup and Disaster Recovery

To safeguard your data in case of a system failure, it’s essential to have backup and disaster recovery mechanisms on your omnichannel platform. Automatic and frequent data backups will help ensure that customer data is not lost in the event of disaster.

IP Restrictions

Limiting IP addresses provides an additional security layer to prevent hacking attempts from outside your trusted network.

Session-Based Security

With session-based security, Omni24 ensures that a session is ended when idle for a set period. It prevents unauthorized access since cyber-attackers can use active sessions to gain access to sensitive information.

GDPR Compliance

We are compliant with the General Data Protection Regulation (GDPR) to ensure that your customer’s data is collected, processed, and stored in a lawful and transparent manner.

Frequently asked questions

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication

Collaborate with your team members to work on shared email addresses such as support@, sales@ or info@ to streamline email conversations and team communication