What is an Omnichannel Customer Service?

An Omnichannel Customer Service brings together all customer communication—email, live chat, social media, phone, and more—into one place, making it easier for your support team to manage conversations from every channel.

How does the BoldDesk Omnichannel Customer Service work?

The BoldDesk Omnichannel Customer Service connects all your communication channels and puts customer messages in one platform. It helps streamline workflows, makes teamwork easier, and improves customer support by creating a smooth experience.

Which communication channels can I integrate with BoldDesk Omnichannel Customer Service?

You can connect multiple channels like email, live chat, social media (WhatsApp, Facebook, Instagram, SMS and Telegram) and phone calls all within the BoldDesk platform.

Is the Omnichannel Customer Service in BoldDesk easy to set up?

Absolutely! BoldDesk Omnichannel Customer Service is built to be simple to use. You can sign up quickly, and the platform is easy to navigate. Plus, we’re here to help you get everything set up without hassle.

What are the benefits of an Omnichannel Customer Service?

Organize all of your customer interactions in one location, speed up response times, increase teamwork, and improve customer satisfaction across all platforms.

Can I use BoldDesk omnichannel customer service to track the performance of my team?

Yes, BoldDesk omnichannel customer service provides analytics and reporting to track important metrics.

Omnichannel customer serviceConnect Every Customer Touchpoint on a Single Platform

Trusted by companies of all sizes

10 Channels Available

One Platform for Every Customer Touchpoint

Handle all customer conversations from one unified platform, whether via SMS, live chat, WhatsApp, or Facebook.

Why choose BoldDesk omnichannel customer service?

Streamline, Centralize, and Elevate Customer Support on a Single Platform

BoldDesk omnichannel support brings every conversation—whether it’s sent via email, chat, social messages, or SMS—into one intuitive platform.

Unified communication

Manage chats, emails, social media messages, and more from a single interface.

Agent productivity

Automate ticket routing, SLAs, and repetitive tasks so your team resolves issues faster and stays focused.

Unified customer profiles

Access a complete view of each customer’s history across all channels for personalized, context-rich support.

Quick and easy integration

Set Up Your Omnichannel Customer Service

Integrating the BoldDesk omnichannel customer service platform into your workflow is quick and easy. Unify customer interactions from multiple channels, streamline communication, and boost team productivity—all from a single, centralized platform—in three easy steps.

Step 1

Start Your Free Trial

Step 2

Connect Your Channels

Link all your communication channels, like email, live chat, and social media to your platform. Learn How.

Step 3

Go Live

Start engaging with customers and providing exceptional support.

Step 1

Start your free trial

Step 2

Connect your channels

Link all your communication channels, like email, live chat, and social media to your platform. Learn How.

Step 3

Go live

Start engaging with customers and providing exceptional support.

Still having doubts in getting started? Book a Demo

Be there when customers need you

Deliver Authentic, Context-rich Service across Every Channel

When support teams don’t have the full picture, customers feel ignored. BoldDesk brings all messages from email, chat, social media, and SMS into one place. Your team can understand each customer and reply with the right information at the right time.

See how omnichannel support works

Support on your customers’ preferred channels

Engage Customers on Email, Chat, Social Media, SMS, and more

Customers like to reach out through different channels. By using BoldDesk, your team can reply to live chat, WhatsApp, Facebook Messenger, and SMS messages all on one platform. AI also helps by suggesting quick responses.

Connect your channels now

Full context for every conversation

Access Complete Interaction History and AI-powered Summaries

Customers get frustrated when they have to repeat themselves. BoldDesk connects every message to the customer’s history and uses AI to give your team a summary. This helps agents quickly understand the issue and respond better.

Explore smart support tools

Seamless channel transitions

Move Between Channels Effortlessly without Losing History

Switching between channels can slow your team down. Using BoldDesk, agents can reply across different channels without losing track of the conversation. Everything stays connected, so your team can solve problems faster.

Experience seamless conversations

Integrations

Connect BoldDesk with your essential tools

Microsoft Teams

Create, update, and track tickets directly within Teams, with full two-way sync between BoldDesk and Microsoft Teams.

Slack

Embed BoldDesk ticketing into your Slack workspace—send alerts, comment on tickets, and even create new support requests right from Slack channels (two way communication support under final confirmation).

In App Dialer

Make and receive voice calls natively in BoldDesk via our telephony partners:

What Our Customers Say

"A Solution That Professionalizes Customer Service in Minutes"

We are a CRM platform based in Brazil, and we previously used a GitHub project to manage customer requests. BoldDesk has everything you could imagine in a customer service platform, including many features like APIs that we are yet to explore fully. It allows our clients to open and track tickets easily.

Carlos Rafael R.

"Complete platform for ticket management"

Excellent message management as well. Possibility of interface customization. Excellent permission management. Excellent rule management. Very comprehensive with various features. I trust in this product and I love it.

Alberto C.

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.

"Excellent tools to use"

The overall application functionality is good, UI/UX and the confifurations including automations all the other services are constantly working fine. When it comes to response & resolution for a support tickets it is very satisfactory.

Harsha R.

"A Solution That Professionalizes Customer Service in Minutes"

Carlos Rafael R.

"Complete platform for ticket management"

Alberto C.

"A great product at an affordable price"

BoldDesk is easily configurable, highly intuitive, and has many features one would only expect to have in higher priced products. Their customer support is prompt and helpful.

John S.

"Excellent tools to use"

Harsha R.

Your Success Never Sleeps: BoldDesk’s Always-On Support Partner

Stay Connected Wherever You are with Our Mobile App

Download our iOS or Android app to manage your conversations on the move. Easily receive and respond to messages across all channels using the app.

Frequently Asked Questions

What is omnichannel customer service?

Omnichannel customer service brings all customer communications together email, live chat, social media messages, phone calls, and more into one place, making it easier for your support team to manage conversations from every channel

How does BoldDesk omnichannel customer service work?

BoldDesk turns every email and help‑center inquiry into a ticket, while live‑chat and social messages appear as chat threads all in one interface. Customers can view their recent tickets and chat history from their profile, so they always know what’s been answered. If a conversation starts in chat but needs more detail, it can be converted into a ticket for long‑term support, ensuring a seamless handoff and complete visibility across channels.

Which communication channels can I integrate with BoldDesk?

You can connect multiple channels like email, live chat, social media messaging and phone calls, all within BoldDesk. Some examples include WhatsApp, Facebook, Instagram, SMS, and Telegram

What are the benefits of omnichannel customer service?

You can organize all your customer interactions in one platform, speed up response times, increase teamwork, and improve customer satisfaction across all platforms.