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Customer Service • Customer Service

Omnichannel Support Hub

Unified customer interaction across all channels. Email, chat, social media, and phone in one intelligent platform with seamless context handover.

89% better customer experience
Omnichannel Unified Inbox Context Switching Channel Integration

89%

Better Customer Experience

52%

Faster First Resolution

100%

Context Retention

6+

Integrated Channels

About This Solution

How Does the Omnichannel Support Hub Work?

The Omnichannel Support Hub unites all your communication channels in a single, AI-powered platform. Whether your customers reach out via email, live chat, WhatsApp, Facebook Messenger, Twitter, or phone — the agent maintains full context.

When a customer asks a question via email in the morning and follows up via chat in the afternoon, the agent immediately recognises the connection. No repeated explanations, no frustrated customers. The entire history is instantly visible for the next agent.

Thanks to intelligent routing algorithms, every request is automatically assigned to the optimal channel and agent — based on expertise, workload, and customer history.

Features

What This Agent Can Do

Unified Inbox

All channels in one dashboard: email, chat, social media, WhatsApp, SMS, and phone centrally managed.

Context Continuity

Complete customer history across all channels. The agent recognises connections between different interactions.

Smart Routing

AI-based assignment to the optimal agent based on skills, availability, and customer history.

Channel Recommendation

Proactively suggests the best channel for each customer based on preferences and request type.

Examples

How It Works in Practice

1

Channel Switch Without Context Loss

"Customer emails about delivery issue in the morning, calls in the afternoon to follow up."

Agent instantly shows email history, order status, and actions already taken. Customer doesn't need to repeat anything.

2

Social Media Escalation

"Unhappy customer posts complaint on Twitter while simultaneously contacting live chat."

Both interactions are linked, handled with priority. Public response and private resolution are coordinated.

3

Proactive Channel Migration

"Complex technical question via WhatsApp requires screen sharing."

Agent automatically suggests video call, sends link, and seamlessly transfers entire context.

FAQ

Frequently Asked Questions

Which communication channels are supported?
The Hub supports email, live chat, WhatsApp Business, Facebook Messenger, Instagram DM, Twitter/X DM, SMS, Telegram, and traditional telephony via VoIP integration. Additional channels can be integrated upon request.
How does context handover between channels work?
All interactions are assigned to a unified customer profile. With every channel switch, the agent or staff member sees the complete history, open tickets, and relevant customer information — automatically and in real-time.
Can we integrate our existing tools?
Yes, the Hub integrates seamlessly with CRM systems (Salesforce, HubSpot, Dynamics), ticket systems (Zendesk, Freshdesk), and e-commerce platforms (Shopify, WooCommerce). API connections for other systems are available.
How is customer privacy protected?
All data is processed GDPR-compliant and stored in Swiss or EU data centres. Customers can request complete data deletion at any time. Sensitive data is automatically anonymised.

Interested in This Solution?

Let's discuss together how the Omnichannel Support Hub can unify your customer communication.

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