The top free omnichannel customer service reviews are in! In today’s digital world, customers want to connect with brands on an array of channels – including live chat on websites and in mobile apps, email, social media, and text messaging. To cater to this demand and meet their customers where and when they want it, companies need an omnichannel customer support platform.

But with many free omnichannel customer engagement vendors on the market offering widely different features and capabilities, it can be difficult to find the platform that’s best for you. Luckily, we have you covered. Here are the top free omnichannel customer service  included in our review:

  • Bitrix24
  • Comm100
  • EngageBay
  • Freshdesk
  • HubSpot
  • LiveAgent
  • Tawk.to

Before we begin, let’s explain what omnichannel customer service is and why it’s so important in today’s digital-first world.

 

How Omnichannel Customer Service Closes the Gap Between Question and Answer

Live chat, email, Twitter, Instagram, LinkedIn, SMS… customers are everywhere, and they expect companies to provide support where they want it, when they need it.

The challenge is, while many companies now offer a range of support channels, each channel lives in a silo, managed by different people on different platforms. This creates an inevitable disconnect between the channels and the customer conversations within them. If a customer reaches out on email and then switches to live chat, for example, the agents on either channel don’t have visibility into the other interaction. This ultimately leads to repetitive conversations, inefficient use of agent time, and a poor customer experience.

An omnichannel platform solves this issue simply, yet effectively. By connecting every channel within a unified agent console, agents have total visibility into the customers’ past and current conversations from whatever channel they’ve chosen to use. With this information at their fingertips, agents can resolve their issue more quickly and accurately every time.

 

Review criteria

Each software brings its own unique advantage and features. To help you find the best option for your specific situation, we compared the top free omnichannel customer engagement software based on the following criteria.

Number of free channels

The purpose of omnichannel customer support is to help you connect with your customers across every channel they want to interact with you on, but the number of free channels varies from vendor to vendor.

Channel capabilities

Just because a software is free doesn’t mean it has less to offer. Some of the vendors below have more robust free features than their competitors’ paid options. We’ll review the capabilities of each vendor to help you find the best fit for your needs.

Security

With an omnichannel platform, you will be receiving customer data from a large range of channels. Depending on your industry or location, you may have even more stringent security requirements.

Customer support

You’re likely getting an omnichannel customer support software because you know a higher quality of service is a key differentiator. Partner with a vendor that walks its talk and offers the best support you’ll need to succeed

Ease of implementation & use

Key to an effective omnichannel platform is how easy and intuitive it is for agents to use, as well as to learn. This also encompasses set-up and implementation of the software.

Pricing (beyond free plan)

As your business grows, you’ll likely need to expand your omnichannel customer service platform and potentially look into paid packages and add-ons. Save time and hassle by making sure you choose a platform that can grow with you.

We’ve listed these omnichannel customer engagement software reviews in alphabetical order. With that in mind, let’s see which of these top omnichannel vendors are best for your business.


bitrix24 logo
www.britrix24.com
Headquartered
Virginia, United States
Founded
1998
Social collaboration and communication platform
Best for
Companies looking for a single solution for both internal and customer communication

Number of free channels

Number of free channels: 3

  • Live chat
  • Social (Viber, Telegram, Facebook comments, Facebook Messenger, Instagram, Bitrix24.Network, WhatsApp)
  • Phone
Channel capabilities

Basic versions of the following features are available to an unlimited number of users:

  • Built-in telephony
  • SIP connector for third-party telephony integrations
  • Social networks and messengers
  • CRM form
  • Call back widget
  • Live chat
  • Website widget
  • Call tracking
  • Request website visitors’ contact information
  • Personal data processing warning
  • Automated replies
  • CRM features
  • Data import/export
  • Task management
  • Project management
  • Create websites, landing pages and forms
  • Online store
  • Mobile and desktop apps
  • Activity stream
  • Video calls
  • 5 GB online storage
Security

Compliances: SOC 1/2/3, ISO, 27001, PCI DSS Level 1

Data-level security: Access exclusively through an SSL connection

Application-level security: IP restriction, two step authorization, web firewall

Customer support

Customers on the free plan don’t have access to customer support, but Bitrix24 offers self-help resources.

Ease of implementation & use

Bitrix24 is easy to set up and use for very tech savvy users, with a wide breadth of features that work well together.

However, those a little less tech savvy could find it confusing and challenging to figure out, especially since there are many technical challenges (emails don’t get sent, messages show up empty, reports are inaccurate, etc), and the interface can be slow. The free package is only available on the cloud, yet on-premise deployment is available starting at 12 users in a paid option.

Pricing (beyond free plan)

Bitrix24 offers both a cloud platform and an on-premise solution. There are discounts for longer subscriptions.

Its cloud plans include:

  • Start: 2 users, $24/month total
  • CRM: 6 users, $69/month total
  • Project: 24 users, $69/month total
  • Standard: 50 users, $99/month total
  • Professional: Unlimited users, $199/month total

The on-premise plans are available for a free trial. Then, pricing varies by the number of users.

  • CRM: 12 users, $1,311.20
  • Business: 50-500 users, $2,631.20 – $13,191.20
  • Enterprise: 1,000-unlimited users, $21,991.20 – $52,791.20
Pros
  • A wide breadth of features for communicating with customers and team members in one platform
  • Customization options to personalize the platform to your specific needs
  • The scheduling features make it easier to manage a team, as you can assign timeline-based tasks to specific team members.
Cons
  • Social media and SMS aren't available, neither free nor paid
  • No support for the free plan, and there's a limited service for paid plans
  • The platform can be slow, according to multiple user reviews
Top 10 Live Chat Software Review - Comm100
www.comm100.com
Headquartered
Vancouver, Canada
Founded
2009
Digital omnichannel platform
Best for
Companies looking for a true omnichannel customer engagement software that unifies all key digital channels into one agent console

Number of free channels

Number of free channels: 5

  • Live chat
  • Email
  • Social (Twitter, Facebook, WhatsApp for Business, and WeChat)
  • SMS
  • Knowledge Base
Channel capabilities

Following features for the first three agents:

  • Unlimited chats
  • Configurable chat button and window
  • Web, desktop, and mobile app for agents
  • Real-time visitor and agent monitoring
  • Upload files and screenshots
  • Basic reporting
  • MaximumOn™ server redundancy (cloud only)
  • 1-year data storage
  • 24/7 live support
  • Multi-language chat and auto-translation
  • Audio-video chat
  • Canned messages
  • Routing by department
  • Auto chat invitation
  • IP Restriction
  • Access to pre-built Integrations
  • Post-chat survey and rating
  • Advanced UI customizations
  • Extended reporting
  • 2-year data storage
Security

Compliances: SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, CCPA, GDPR, WCAG 2.0

Data-level security: TLS/SSL encryption, credit-card masking

Application-level security: Complex agent password policy enforcement, CAPTCHA verification, LDAP authentication, IP restriction, visitor single sign-on, audit logs

 

 

Customer support

Comm100 offers 24/7 live chat, email, SMS and WhatsApp support – to customers in both free and paid plans.

Ease of implementation & use

Comm100 is reported to be one of the easiest omnichannel software for agents to learn and use, with agent training typically taking one hour or less. The free package is only available on the cloud, with on-premise deployment available in the enterprise package.

Pricing (beyond free plan)
  • Team: $59/agent per month
  • Business: $89/agent per month
  • Enterprise: Quote-based pricing
Pros
  • Live chat features are more robust than what many other omnichannel customer service vendors provide
  • Security and privacy compliances are tighter than all other vendors
  • Offers maximum digital channels, allowing agents to have complete visibility across all customer conversations for a truly omnichannel experience.
Cons
  • Does not integrate with IVR, limited integration with phone systems
  • Apple Business Chat and Google Business Messenger are not yet available
  • There's a reliable rule-based routing, but predictive routing isn't available.
engagebay logo
www.engagebay.com
Headquartered
California, United States
Founded
2018
All-in-one marketing, sales and service CRM
Best for
Companies looking for an affordable, integrated CRM

Number of free channels

Number of Free Channels: 2-4

  • Live chat
  • Email
  • Social (Facebook, Twitter and Instagram – through integrations)
  • SMS (through integrations)
Channel capabilities

The free plan provides access to 1,000 branded email addresses, plus:

  • 1,000 contacts
  • Contact management
  • Ticketing management
  • Ticket views
  • Email marketing
  • Autoresponders
  • Email broadcast
  • Sequences
  • Lead grabbers
  • Landing pages
  • CRM
  • Help desk
  • Email and chat support
  • 500 MB file storage
Security

Compliances: PCI, GDPR

Application level security: Single sign-on, firewalls, centralized logging and alerting, customers can request audits of subprocessors’ work

Customer support

Members of the free plan can get customer support via email and chat. It has been reported that the service is quick and efficient when customers encounter issues with the software.

Ease of implementation & use

The user interface is very simple to navigate and use. Implementation is not overly complicated, but it has been reported that it can take some time and consultation with the support team. EngageBay only offers cloud plans.

Pricing (beyond free plan)

EngageBay offers all-in-one, marketing, CRM & sales bay, and service bay options. The following are the monthly prices for its all-in-one solutions. There are discounts for longer subscriptions.

  • Basic: $14.99/month per team member
  • Growth: $49.99/month per team member
  • Pro: $79.99/month per team member

 

Pros
  • Provides one tool for all your customer-facing teams, which makes it a lot easier to collaborate and improve the customer experience
  • Great automation and customization options
  • Excellent customer service
Cons
  • EngageBay is still a new company, so not all features compare to competitors yet – SMS and social media are only available through integrations, for example – and there are still technical glitches
  • The CRM gives you less data than competitors
  • There's no mobile app.
freshdesk logo
www.freshdesk.com
Headquartered
California, United States
Founded
2010
Omnichannel customer engagement software for support, marketing, sales, HR and IT teams
Best for
Companies looking for simple yet robust omnichannel customer engagement software

Number of free channels

Number of free channels: 3

  • Email
  • Social (Twitter and Facebook)
  • Knowledge base
Channel capabilities

An unlimited number of agents gets free access to:

  • Email and social tracking
  • Ticket dispatch
  • Knowledge base
  • Ticket trend report
  • Choice in datacenter location
Security

Compliances: SOC, ISO 27001, HIPAA, GDPR

Data-level security: Custom SSL certificates

Application-level security: Password policy settings, IP restriction, single sign-on, comprehensive network audits

Customer support

Freshdesk offers 24/7 email support for the free plan, and its customer support team delivers quality service in many cases. There are conflicting reports on the service quality when it comes to more complex situations, like migrations, where the support team was not prepared and effective in some cases.

Ease of implementation & use

Implement within a few hours. You need to be tech savvy for implementation, but even team members who aren’t tech savvy will find it easy to use. Freshdesk is only available on the cloud.

Pricing (beyond free plan)

Freshdesk’s omnichannel solution has two plans, and they both offer discounts for longer subscriptions.

  • Estate Omnichannel: $99/month per agent
  • Forest Omnichannel (for enterprises): $169/month per agent
Pros
  • One stop shop for customer service agents, so there's no need to keep multiple tabs open.
  • There are many customization options, and you can set your own rules for workflows.
  • Collaboration with other teams and team members is easy. Among others, you can tag conversations, have multiple employees access the same tickets, and forward messages to other people.
Cons
  • Live chat isn't available on either paid or free.
  • It's challenging to reliably block spam emails from entering the system.
  • Reporting could be more intuitive, with less complicated report setup.
hubspot logo
www.hubspot.com
Headquartered
Massachusetts, United States
Founded
2006
Growth platform for marketing, sales and service
Best for
Companies looking to create more efficiency in their customer service operations

Number of free channels

Number of free channels: 4

  • Live chat
  • Email
  • Phone
  • Knowledge base
Channel capabilities

2,500 agents get free access to:

  • Ticketing
  • Team email
  • Live chat
  • Email templates
  • Calling
  • Email and chat to ticket
  • Ticket creation bots
  • Meeting scheduling
  • Reporting
Security

Compliances: SOC 2 Type II, ISO 27001, PCI

Data-level security: TSL encryption

Application-level security: Complex password policy, single sign-on, audits, vulnerability assessments, penetration testing.

Customer support

Free plan members can get support only via community support forums, from both fellow members and the HubSpot team. They don’t have access to regular, private support channels.

Ease of implementation & use

Setup is quite quick, and the platform is intuitive to use. It offers drag and drag options, a visually appealing interface and workflow visualization, among others. HubSpot is only available on the cloud.

Pricing (beyond free plan)
  • Professional: $400/month for 5 users total. Each additional user: $80/month.
  • Enterprise: $1,200/month for 10 users total. Each additional user: $120/month. This plan requires a one-time onboarding fee of $3,000.
Pros
  • This is a true omnichannel customer support software, where you have multiple features working together to give you visibility into the entire customer journey.
  • The knowledge base is customizable. Plus, it provides data on what works and what you need to improve
  • HubSpot offers free software for service, marketing and sales, which makes cross-team collaboration easier.
Cons
  • The live chat software has less features than competitors
  • Tickets don't get assigned based on which agent is available to take on more work, and previous ticket "owners" still get notifications about them
  • Members of the free plan are not guaranteed issue resolution, since support is only available via member forums. There's no option to get support in private.
liveagent logo
www.liveagent.com
Headquartered
Bartislava, Slovakia
Founded
2011
Omnichannel customer service software
Best for
Companies looking to create a stronger customer service culture

Number of free channels

Number of free channels: 4

  • Live chat
  • Email
  • Phone
  • Knowledge base
Channel capabilities

An unlimited number of agents gets free access to:

  • 7 day ticket history
  • 1 email address for email ticketing
  • 1 chat button
  • 1 phone number
Security

Compliances: ISO 27001, PCI DSS, GDPR

Data-level security: TLS encryption

Application-level security: IP and network restrictions

Customer support

24/7 support via email. Chat and phone support are available during business hours in most time zones. It can sometimes take time to get an answer, and there are conflicting reports on the quality of service.

Ease of implementation & use

LiveAgent is easy to implement, but its interface can be confusing. Set aside time to train your agents. LiveAgent is only available on the cloud.

Pricing (beyond free plan)
  • Ticket: $15/month per agent
  • Ticket + Chat: $29/month per agent
  • All Inclusive: $39/month per agent
Pros
  • You can tag chats and emails and divide them into segments
  • You get access to multiple channels on one platform, which makes customer service operations more efficient
  • Easily track ticket status.
Cons
  • Social media and SMS are only available in paid packages, and SMS requires integration
  • The mobile app is filled with bugs and the interface can be challenging, so it could slow down agents' work
  • Reporting isn't accurate, and data isn't easy to export information does not appear on the same window as the chat
tawk.to logo
www.tawk.to
Headquartered
Nevada, United States
Founded
2012
Customer messaging app
Best for
Companies looking to create real-time conversations with customers

Number of free channels

Number of free channels: 3

  • Live chat
  • Email
  • Knowledge base
Channel capabilities

An unlimited number of agents get free access to:

  • 27 languages
  • Group messaging
  • Agent to agent messaging
  • Screen sharing
  • Desktop and mail notifications
  • 1,880+ emojis
  • Geo IP tracking
  • Track sentiment
  • Unlimited history
  • Track engagement
  • Detailed reporting
  • Ban/unban visitors and domains
  • File transfers
  • Tags and message filtering
  • Scheduler
  • Visitor information
  • In-chat payments (beta)
  • Automated translation (beta)
Security

Compliances: GDPR, FERPA

Data-level security: Data encryption

Customer support

Tawk.to offers 24/7 support via chat and email. There have been conflicting reports about the quality of service.

Ease of implementation & use

Implementation can be done within minutes if you have a tech savvy team member who can do it, and it’s easy for tech savvy team members to use. Other team members will need some training, as some features are complex and the backend interface can be confusing. Tawk.to is only available on the cloud.

Pricing (beyond free plan)

The software is 100% free. The company monetizes by providing services – specifically, chat response outsourcing. However, add-ons are sold separately.

Pros
  • You can track website visitor behavior
  • Multiple agents can use the same account
  • The frontend can be customized to align with your branding.
Cons
  • The platform does not offer social media or SMS, free or paid
  • Notifications for chat opportunities sometimes pop up too late, so it's possible not all your customers will get answers
  • Agents sometimes get logged off mid-chat.

Freemium Omnichannel Customer Service Software Review Summary Chart

Bitrix244/54/5
Comm1004.2/54.7/5
EngageBay4/54.6/5
Freshdesk4.4/54.5/5
HubSpot4.3/54.4/5
LiveAgent4.5/54.7/5
Tawk.to4.6/54.6/5

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