Workpuls Teramind ActivTrak Hubstaff DeskTime Time Doctor RescueTime Kickidler Veriato Work Examiner
Price $6/user/month $6/user/month $7.20/user/month $7/user/month $7/user/month $9.99/user/month $6/user/month $9.99/user/month $150/licence/year $60/licence (lifetime)
Free trial 7 days 7 days No 14 days 14 days 14 days 30 days 7 days Yes 30 days
Ease of use Very easy Difficult Very easy Easy Easy Very easy Very easy Very easy Very difficult Easy
Unlimited (tracker working 24/7)
Fixed (defined working hours)
Automatic (when computer is connected to a specified network)
Manual (start/stop)
Project based (track time only on projects)
Stealth mode
App and website usage
Real-time monitoring
Offline time tracking
Activity levels
Remote desktop control
Website/activity blocking
Screenshots on demand
Screen recording
Productivity trends
Websites and apps labeling
Category labeling
Productivity alerts
User behavior analytics
Data loss prevention
Advanced file and web monitoring
Productivity reports
Team reports
Email reports
Access management
Mac desktop app
Windows desktop app
Linux desktop app
Mobile app iOS, Android iOS, Android iOS, Android iOS, Android iOS, Android Android
Browser extension Chrome Chrome Chrome
Other Citrix, VMware Chrome OS
Support Phone, email, online Phone, email, online Phone, email, online Email, online Phone, email, online, in-person Online Phone, email, online Email, online, Viber, Whatsapp Phone, email, online, support ticket Phone, email, online
Knowledge base
Video tutorials
Integrations comming soon
Deployment cloud, on-premise cloud, on-premise, AWS, Azure cloud cloud cloud cloud cloud on-premise cloud, on-premise on-premise
Kronos Humanity Timeclockplus Tsheets Wheniwork Deputy Replicon Jibble EbilityTimeTracker OnTheClock BeeBole
Price(per month)Available upon requestFrom $2 per userAvailable upon requestFrom $6.40 per user+$16Free for up to 75 usersFrom $2.50 per userBasic plan:$30 for 5 users+$5 per additional userFrom $1.50 per employeeFrom $4 per user+$8From $2.20 per user$5.99 per user per month
Free trial30 days14 daysYes14 days14 days14 days30 days30 days,no credit card required
Ease of useDifficultEasyDifficultVery easyEasyEasyDifficultVery easyEasyEasyEasy
Timecard management
Shift Trading
Break time management
Real-time tracking
PTO Management
Client billing
GPS tracking
Clock out reminders
Manual time
Web app
Mobile app
Time clock device
Time clock kiosk
Facial recognition
Fingerprint scanning
Group punch-in
Visual reports
Email reports
Time rounding
Manager approvals
Add time for others
Android app
iOS app
Mac desktop app
Windows desktop app
Linux desktop app
SupportPhone and onlinePhone and onlinePhone,chat and onlinePhone and chatEmail and onlineChat and phonePhone,email,chat and onlinePhone and onlinePhone,email,chat and onlinePhone and onlineOnline chat and video support in English,French,and Spanish
Knowledge base
Video tutorials
Community forum
Workpuls Hubstaff Toggl TimeDoctor Harvest TimeCamp Timely Everhour Tick TMetric
Price (per month) $6 per user $5.83 per user $9 per user $9.99 per user $10.80 per user $5.25 per user $99 for 5 users $7 per user $19 for 10 projects $5 per user
Free trial 7 days 14 days 30 days 14 days 30 days Yes 14 days 14 days 30 days 30 days
Ease of use Very easy Difficult Difficult Very easy Easy Very easy Easy Difficult Very easy Difficult
Start/stop buttons
Automatic time mapping
App and website usage
Activity levels coming soon
Real-time tracking
Project adding
Project templates
Project status
Task assignment
Task priorities
Budgeting coming soon
Mark billable/non-billable hours
Payroll calculation
Idle time reminders
Deadline alerts coming soon
Budget alerts coming soon
Client login
Productivity analysis
Email reports coming soon
Mac desktop app
Windows desktop app
Linux desktop app coming soon
iOS app Beta
Android app
Browser extension Chrome Chrome, Firefox Chrome Chrome Chrome, Firefox Chrome Chrome, Firefox, Opera, Edge
Support Phone and online Email and online Email and online Online Online, email and phone Email, online and support ticket Email and chat Email and chat Email Chat
Knowledge base
Video tutorials
Integrations coming soon
On-premise hosting

Today's business landscape is defined by increasingly diversified customer needs and expectations. From social media to email to direct phone calls, customers desire and expect businesses to meet them on their preferred platforms. 

At the heart of this revolution lies multichannel support, an approach that champions customer service interactions across various platforms. But what does it take to master this form of support, and how can businesses leverage it to build meaningful, lasting customer relationships? 

In addition, discover how employee monitoring software can help your company better optimize customer support processes.

1. Catering to Diverse Customer Communication Preferences

Modern customers are as diverse as the communication channels available to them. While some customers prefer to address their queries or complaints through quick, direct phone calls, others might favor written emails that allow for detailed descriptions and attachments. Some might even take to social media or live chat for its immediacy and interactive nature.

To engage effectively with customers, businesses must establish a presence across these channels. However, it isn't enough to simply create profiles or set up email addresses. One must actively monitor and engage with customers across these platforms. 

For instance, a retail business might receive customer inquiries about a specific product on their social media channels. Swift, helpful responses to such queries can significantly enhance customer engagement and satisfaction.

2. Upholding Service Consistency Across Multiple Channels

One critical aspect of multichannel support is maintaining consistency. This means ensuring that customers receive the same level of quality service regardless of their chosen channel. A customer who sends an email should get a response that's just as thoughtful and helpful as one who calls or reaches out via social media.

Consider an example of a customer who has an issue with a product and initially contacts the support team via email. Later, they decide to follow up on the same issue through a phone call. In an optimal multichannel support scenario, the customer service representative on the call would have immediate access to the previous email correspondence and provide a continuation of support without the customer having to repeat their concerns.

3. Implementing Efficient Channel Management

Being available on multiple channels can be a significant challenge, and poor management of these platforms can lead to overlooked customer queries or delayed responses. Therefore, businesses need to establish a streamlined process for managing customer interactions across all platforms.

A practical solution might involve setting up a unified platform where all customer communications are funneled and managed. For instance, a software development company providing technical support might have a centralized ticketing system.

Regardless of whether a customer sends an email, calls, or posts a question on the company's user forum, their concern becomes a ticket in the system. This approach ensures no customer concern is missed and allows for seamless transitions between channels.

4. Shifting from Reactive to Proactive Customer Support

Proactive customer support involves anticipating and addressing customer needs before they escalate into more significant issues. It's a shift from the traditional approach of waiting for customers to report problems and then addressing them. A proactive strategy could involve monitoring product usage to identify common issues customers face and addressing them proactively via FAQs, guides, or direct communication.

For instance, if a video streaming service recognizes that many customers face difficulties with setting up their accounts, they might decide to send a detailed setup guide immediately after a customer signs up. By addressing the problem before it becomes a roadblock for the customer, the company enhances user experience and engagement.

5. Consistently Evaluating and Optimizing Your Strategy

Finally, businesses must remember that customer engagement is a continually evolving field. As consumer trends and preferences shift, the strategies that worked yesterday might not be as effective today. Regular evaluation and optimization of your multichannel support approach are crucial.

Businesses can leverage data analytics to gauge the effectiveness of their multichannel support strategy. For example, tracking metrics like response times, customer satisfaction ratings, and resolution rates across different platforms can provide valuable insights. With this data, businesses can identify areas of strength and areas that need improvement, allowing them to continuously refine and enhance their strategy.

Insightful's Role in Mastering Multichannel Support

Mastering multichannel support has become a crucial aspect of any successful customer engagement strategy. Insightful’s work from home productivity tools are here to help. While Insightful can help identify factors affecting work from home productivity, it is also suitable for in-office and hybrid environments. 

Let's take a look at how Insightful can aid businesses in their multichannel support strategies.

Active Engagement Across Various Platforms

Insightful's powerful time tracking and computer monitoring features ensure that teams are responsive across all customer touchpoints, irrespective of the communication channel. Whether it's phone calls, emails, or social media, Insightful's data analytics can help manage teams and resources effectively. 

For example, a business can track working hours and identify peak periods for customer queries on different platforms to allocate resources accordingly, ensuring swift responses to customer queries.

Maintaining Service Consistency

Insightful aids in upholding service consistency across channels by providing crucial data on employee productivity and project timelines. This information can help businesses ensure that their customer service team is providing consistent and efficient service. 

Efficient Channel Management

One of the key advantages of using Insightful is the platform's ability to help businesses streamline their processes. By monitoring time spent on different tasks and projects, Insightful provides valuable data that can be used to optimize channel management. It can highlight areas where efficiency is lacking, helping businesses to manage their customer interactions more effectively across all platforms.

Transition to Proactive Support

Insightful's comprehensive analytics and productivity insights enable a shift from reactive to proactive customer support. By monitoring trends and patterns in workforce productivity, businesses can identify common issues that might be slowing down response times or affecting customer service quality. This information can be used to anticipate customer needs and address them proactively, thereby enhancing the customer experience.

Evaluating and Optimizing Strategy

Insightful's advanced analytics make it a valuable tool for businesses looking to evaluate and optimize their multichannel support strategies. The platform can provide data on metrics such as time spent on tasks, project progress, and productivity levels. These insights can be used to identify strengths and areas for improvement, enabling businesses to refine their strategies and improve customer engagement.

Insightful's advanced features can be a game-changer for businesses looking to master multichannel support. By providing valuable insights into workforce productivity and project management, it helps businesses to engage effectively with customers across multiple channels, maintain service consistency, manage channels efficiently, and transition to proactive support. 

These strategies not only help in resolving customer issues effectively but also play a vital role in building long-term, meaningful relationships with customers.

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