Jacob Morrow
2025-03-10 14:24:54
Modern marketing campaigns are based on multiple marketing channels , including emails, SMS, push notifications, WhatsApp, social media, etc. This is where omnichannel marketing platforms come into play to help you craft and implement a successful marketing strategy.
So, without any further delay, let's start learning about every important aspect of omnichannel platforms, including the top 7 such tools.
Learn about Omnichannel Service & Omnichannel Platform
Let's start with the basic concepts.
Overview of Omnichannel Service & Omnichannel Platform
An omnichannel service or platform is the core technological solution that makes it possible to market your products or services across multiple channels. A modern omnichannel platform is different from multichannel marketing approaches because it offers a unified ecosystem in which
Some examples
- An omnichannel e-commerce platform that helps retailers blend online and in-store experiences
- An omnichannel customer service platform ensuring support teams have complete visibility of customer interactions
A key feature of omnichannel communication platforms is their ability to analyze and understand the context. For instance, when a client starts a conversation on WhatsApp, continues it via email, and finishes with a phone call, an effective omnichannel service will be able to handle each interaction.
An effective omnichannel marketing platform has several key capabilities and features that work together to create impressive customer experiences. These features are:
- Multichannel Integration: Integration options in an omnichannel marketing platform mean its ability to connect with diverse channels under a unified dashboard. A strong omnichannel customer is capable of integrating emails, push notifications, SMS, WhatsApp messages, etc, to ensure smooth data flow.
- Personalized Marketing: Every customer now expects a tailored experience. Omnichannel messaging platforms are quite good at personalization as they collect and analyze customer data across touchpoints to create comprehensive profiles. Most of the modern omnichannel platforms use AI and machine learning to identify patterns and preferences.
- Unified Marketing Management: Omnichannel marketing platform can help you manage campaigns across multiple channels in a streamlined manner. These platforms have centralized dashboards where teams can plan, execute, and monitor all marketing activities.
- Analytics: Improving your omnichannel marketing and communication strategy is not possible without properly measuring the results of your campaign. Therefore, comprehensive analytics capabilities are among the core features of an omnichannel platform.
- Customer Service Integration: An omnichannel contact center platform bridges marketing and support functions. It ensures customer service teams have a full context of marketing interactions to resolve issues more effectively.
Advantages of Omnichannel Marketing Platform
Now that we have discussed the core features of omnichannel marketing platforms let's explore their key advantages and use cases:
Advantages of Omnichannel Platforms
- Better Customer Experience: An omnichannel customer engagement platform eliminates the frustration of disconnected interactions. In other words, customers can start their journey on one channel and continue on another without having to repeat themselves.
- Data-Driven Insights: Connecting all marketing channels into a unified omnichannel marketing platform results in businesses getting great details about their target customer behavior, leading to better customer engagement strategies.
- Increased Conversion Rates: Omnichannel support platforms help businesses meet customers' requirements through personalized journeys. It also helps boost conversation rates as studies show that omnichannel strategies deliver 91% greater year-over-year customer retention compared to single-channel approaches.
- Operational Efficiency: Omnichannel contact center platforms help businesses reduce redundancy and streamline workflows. Teams work from shared data and unified tools, reducing miscommunication.
- Competitive Differentiation: An integrated omnichannel communication platform becomes a powerful differentiator in crowded industries where customer experience is often more important than the price and product features.
- Adaptability to Market Changes: The unified nature of an omnichannel marketing automation platform allows businesses to pivot quickly in case of fluctuations in market conditions.
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Use Cases of Omnichannel Marketing
Let's discuss some concrete use cases of omnichannel marketing services:
a. Retail Industry
In retail, omnichannel platforms like EngageLab bridge the gap between physical and digital shopping experiences.
- Sephora: Their Beauty Insider program connects in-store experiences with digital touchpoints. Mobile app users can virtually try products, access purchase history, and receive personalized recommendations, while in-store beauty advisors can instantly access customer digital profiles.
- Target initially struggled with inventory discrepancies between its online and in-store channels. It transformed [its omnichannel strategy] turning stores into fulfillment centers and implementing unified inventory management.
Overall, omnichannel services allow retailers to create a wholesome shopping environment with secure authentication methods across all touchpoints. It ultimately gives the business a competitive edge in an increasingly challenging sector.
b. E-commerce Industry
Omnichannel marketing platforms are a powerful method to maximize customer engagement and retention in the e-commerce industry. Some popular examples include:
- Amazon: It expanded from an online store to a physical store with efficient integration. More specifically, Amazon's Whole Foods acquisition created an integrated grocery experience where Prime members receive special discounts, and online orders can be picked up in-store.
- Alibaba: It implemented a "New Retail" strategy through Hema supermarkets. This cohesive strategy involves customers using the app to scan products for information, place delivery orders, or pay for in-store purchases. These stores achieve 3-5x higher sales per square foot than traditional supermarkets.
Source：https://prostack.com/
c. Financial Industry
Financial institutions face significant challenges around security, compliance, and time-sensitive communications. The good thing is omnichannel platforms can deliver remarkable value in these areas.
- Bank of America: It has over 69 million clients, thanks to its consistent experiences across mobile, online, ATM, and branch banking. Their app allows customers to schedule in-branch appointments, check wait times, and pre-stage ATM withdrawals.
The above examples show that the successful implementation of an omnichannel marketing strategy needs the right tools and technology. EngageLab is one such platform that offers comprehensive capabilities to implement these strategies across all industries, with key benefits in mass marketing, security, personalization, and high-volume messaging.
7 Best Omnichannel Marketing Software for [2025 Update]
Selecting the right omnichannel platform is important for businesses looking to enjoy the advantages discussed in the previous section.
Here's our review of the top seven omnichannel marketing platforms for 2025, including their key features, advantages, limitations, and pricing structures.
1. EngageLab
EngageLab stands out as a comprehensive omnichannel customer engagement platform that excels in security and message delivery across multiple channels. It is perfect for all types of businesses, organizations, and brands looking to implement a cohesive omnichannel marketing strategy to expand their reach.
Key Features
- Comprehensive channel integration (AppPush, WebPush, Email, WhatsApp, SMS)
- Advanced authentication and security protocols for secure transactions
- Customizable templates for personalized marketing messages
- Real-time market alerts and high-volume messaging capabilities
- Detailed analytics and message performance tracking
- Customer journey mapping and segmentation tools
Pros
- Exceptional security features
- Intuitive user interface
- Strong API documentation
- High message delivery rates
- Responsive customer support
Cons
- Advanced features require technical expertise
Pricing
EngageLab has a scalable pricing model, so you only have to pay as per your usage. Try it now→
2. Omnisend
Omnisend is an e-commerce-focused omnichannel marketing platform. It integrates with major online store platforms. Its user-friendly automation workflows are designed specifically for online retailers looking to boost sales through personalized customer engagement across multiple channels.
Key Features
- E-commerce-focused automation workflows
- Pre-built templates for email, SMS, and push notifications
- Product recommendation engine
- Audience segmentation based on shopping behavior
- Campaign booster for automatic message resending
- Interactive email elements (scratch cards, gift boxes)
Pros and Cons
| Pros | Cons |
|---|---|
| Deep e-commerce platform integrations | Less robust for non-e-commerce businesses |
| User-friendly drag-and-drop campaign builder | Limited customization for complex automation sequences |
| Excellent deliverability rates for email campaigns | Advanced features restricted to higher pricing tiers |
| Mobile app functionality is less comprehensive than the web version |
Pricing
- Free:Up to 250 contacts, 500 emails/month
- Standard: $16/month (up to 500 contacts)
- Pro: $59/month (up to 2,500 contacts)
- Enterprise: Custom pricing
3. HubSpot
HubSpot offers a unified omnichannel platform that connects marketing, sales, and customer service into one ecosystem. With its powerful CRM, HubSpot enables businesses to create consistent customer experiences across touchpoints.
Key Features
- All-in-one CRM platform with marketing, sales, and service hubs
- Content management system with SEO recommendations
- Social media management and monitoring
- Advanced automation workflows across channels
- Account-based marketing capabilities
- Comprehensive analytics and attribution reporting
Pros and Cons
| Pros | Cons |
|---|---|
| Unified platform for marketing, sales, and service | Significant price jumps between tiers |
| Exceptional content management capabilities | It can be complex to fully implement and utilize |
| Powerful lead scoring and nurturing functionality | Advanced features require substantial investment |
| Extensive marketplace of integrations and add-ons | Some users report performance issues with larger databases |
| Regular feature updates and industry-leading innovation |
Pricing
- Professional: $890/month (up to 2,000 contacts)
- Enterprise: $3,600/month (up to 10,000 contacts)
- Free CRM with limited marketing tools available
4. GetResponse
GetResponse offers an all-in-one marketing platform that brings together email marketing, automation, landing pages, and even webinar functionality in one solution. What sets this omnichannel marketing platform apart is its balance of powerful features and accessibility. Hence, GetResponse is a great platform for growing businesses looking to expand their digital presence.
Key Features
- Conversion funnels for complete customer journey management
- Website builder with e-commerce capabilities
- Webinar hosting platform integrated with marketing tools
- Advanced segmentation and personalization
- AI-powered email subject line generator
- Predictive sending based on recipient behavior
Pros and Cons
| Pros | Cons |
|---|---|
| Exceptional value for the feature set offered | Less robust reporting compared to enterprise solutions |
| Strong automation capabilities at lower price points | Limited customization on lower-tier plans |
| Integrated webinar functionality sets it apart | The mobile app lacks some key functionality |
| User-friendly interface with a minimal learning curve | Customer support response times can vary |
| Solid deliverability rates across email campaigns |
Pricing
- Starter: $19/month
- Marketer: $59/month
- Creator: $69/month (up to 1,000 contacts)
- Enterprise: Custom pricing
5. Zendesk
Zendesk is a popular omnichannel platform that puts customer service at the heart of business operations. By unifying support channels into a single workspace, Zendesk helps businesses deliver consistent service experiences regardless of how customers choose to reach out.
Key Features
- Omnichannel ticketing system for customer support
- Knowledge base creation and management
- Community forums and customer self-service portals
- Voice and SMS integration
- Advanced workflow automation and routing
- AI-powered answer suggestions for agents
Pros and Cons
| Pros | Cons |
|---|---|
| Exceptional customer service functionality | The primary focus on customer service rather than marketing |
| Highly customizable to specific business needs | Higher-tier plans needed for advanced features |
| Robust API for extending platform capabilities | It can require significant setup and configuration |
| Strong reporting and analytics for support metrics | Some users report a steep learning curve |
| Extensive marketplace of integrations |
Pricing
- Suite Team: $69/agent/month
- Suite Professional: $149/agent/month
- Suite Enterprise: Custom
6. Intercom
Intercom uses the conversational approach to omnichannel customer engagement. It focuses on real-time interactions across the customer journey. With its sophisticated chatbot capabilities and quick transition between automated and human support, Intercom is excellent at creating personalized customer experiences that feel natural and responsive at every touchpoint.
Key Features
- Conversational marketing and customer engagement platform
- Customizable chatbots with resolution workflows
- Product tours and in-app messaging
- Outbound email campaigns integrated with chat history
- Help center and knowledge base capabilities
- Advanced lead qualification and routing
Pros and Cons
| Pros | Cons |
|---|---|
| Outstanding conversational interface capabilities | Premium pricing compared to competitors |
| Real-time customer engagement across channels | It can be complex to fully implement advanced features |
| Excellent proactive messaging features | Some users report challenges with mobile implementation |
| Seamless transition between automated and human support | Message storage limitations on lower-tier plans |
| Strong integration with product analytics |
Pricing
- Essential : $24/seat/month
- Advanced : $85/seat/month
- Expert: $132/seat/month
7. Kustomer
Kustomer has an innovative timeline that shows a unified history of customer interaction across multiple marketing channels. It can handle complex, relationship-driven customer service scenarios where context is vital to delivering personalized support experiences.
Key Features:
- Timeline view of complete customer history across channels
- AI-powered classification and routing
- Sentiment analysis for customer interactions
- Omnichannel support (email, chat, SMS, voice, social)
- Custom objects and data model flexibility
- Automated workflow engine
Pros and Cons
| Pros | Cons |
|---|---|
| Customer-centric interface showing full interaction history | Higher price points may not suit smaller businesses |
| Powerful automation capabilities for complex scenarios | Requires time investment to fully configure and optimize |
| Exceptional at handling complex, multi-step customer issues | Some advanced features have a steeper learning curve |
| Strong integration with social messaging platforms | Mobile app less comprehensive than desktop experience |
| Advanced AI capabilities for efficiency improvement |
Pricing
- Enterprise: $89/user/month (billed annually)
- Ultimate: $139/user/month (billed annually)
How to Choose the Right Omnichannel Marketing Platform?
Selecting the ideal omnichannel platform requires carefully evaluating your specific business requirements as well as the pros and cons of each solution.
We've made this process simpler for you by rating each platform across five critical areas:
| Platform | Business Needs Alignment | Channel Support | Features & Functionality | Ease of Use | Pricing & Reputation |
|---|---|---|---|---|---|
| EngageLab | ★★★★★ | ★★★★★ | ★★★★☆ | ★★★★☆ | ★★★★★ |
| Omnisend | ★★★★☆ | ★★★☆☆ | ★★★★☆ | ★★★★★ | ★★★★☆ |
| HubSpot | ★★★★★ | ★★★★☆ | ★★★★★ | ★★★☆☆ | ★★☆☆☆ |
| GetResponse | ★★★☆☆ | ★★★☆☆ | ★★★☆☆ | ★★★★☆ | ★★★★★ |
| Zendesk | ★★★★☆ | ★★★★☆ | ★★★★☆ | ★★★☆☆ | ★★★☆☆ |
| Intercom | ★★★★☆ | ★★★☆☆ | ★★★★☆ | ★★★★☆ | ★★☆☆☆ |
| Kustomer | ★★★★☆ | ★★★★☆ | ★★★★☆ | ★★★☆☆ | ★★☆☆☆ |
Recommended Product:
Selecting an omnichannel marketing platform can be difficult for businesses due to their unique requirements. Every platform has its pros and cons. HubSpot, for example, is one of the most popular omnichannel platforms.
However, its high cost makes it unsuitable for small and medium-sized businesses. Similarly, platforms like Omnisend and Zendesk are more suited to medium-scale organizations than startups.
In such a scenario, one platform that emerges as the most cost-effective omnichannel marketing platform is EngageLab. It is a highly versatile solution with a fully scalable pricing model, ensuring you only have to pay for what you use every month.
Sending emails, SMS, OTPs, and push notifications is something that every other business and organization has to do in their routine procedures. EngageLab supports all these marketing and engagement channels at extremely affordable pricing.
Conclusion
This entire discussion points to one fact: omnichannel marketing is not a fad that might pass in a few years. It is a fundamental evolution in how modern businesses connect with customers in today's digital era.
Hence, selecting the right omnichannel platform is a strategic decision that will impact every aspect of your customer relationships.
While each solution we've examined offers unique advantages, EngageLab stands out for its balanced approach to affordability, security, engagement across multiple channels, and ease of use.
So, without any further delay, sign up at EngageLab for free and experience a boost in your business, thanks to omnichannel marketing.
Omnichannel Marketing Platforms FAQs
1 What is the Difference Between Omnichannel and Multichannel Marketing?
Multichannel marketing means having a presence on multiple platforms. On the other hand, omnichannel involves creating an integrated experience where channels work together.
The key difference is that omnichannel ensures consistency and continuity across all touchpoints, treating the customer journey as one connected experience rather than separate channel interactions.
2 How Important Is Integration With Existing Tools?
Integration is essential for effective omnichannel marketing. Your platform must connect with your CRM, e-commerce system, and other business applications to create a truly unified customer experience and prevent data silos.
EngageLab provides customized integration solutions for businesses with unique technology ecosystems. You can contact the sales team to explore how EngageLab can integrate with your specific tools and technologies.
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