Benefits of Multi-Channel Message Management

Multi-channel message management is becoming an essential trend as customers interact with businesses across multiple platforms. Instead of having to monitor each application individually like Messenger, Zalo, or Gmail, these tools offer a unified solution, helping businesses save time and improve efficiency. This not only improves the customer experience but also optimizes internal workflows.

With a multi-channel management system, all messages from different platforms are grouped into a single interface, making it easy for the customer service team to track and respond quickly. This is especially useful when you need to process a large volume of messages in a short time, ensuring you don't miss any potential customers. Furthermore, data from channels is synchronized, helping businesses analyze customer behavior, categorize them by needs, and track transaction status seamlessly. As a result, your team will reduce pressure, focus on building long-term relationships with customers, and create a professional image, enhancing satisfaction and loyalty.

Top 7 effective multi-channel messaging management tools

1. GTG CRM - A Comprehensive Solution for Small Businesses

When it comes to multi-channel messaging management tools, GTG CRM stands out as an ideal choice for small businesses thanks to its simplicity and outstanding efficiency. At a reasonable cost (only about 208,000 VND/month), this platform offers an all-in-one ecosystem, helping you manage not only messages but also customer care processes, and even implement marketing plans. This is a tool designed to help businesses optimize resources while achieving high performance.

GTG CRM allows comprehensive integration with many popular platforms such as Facebook, Zalo, Gmail, Outlook, WhatsApp, Yahoo, and even SMS.

Thanks to its flexible integration capabilities, GTG CRM helps businesses communicate seamlessly with customers. Simultaneously, GTG CRM's AI Messaging also supports smoother and more professional responses, enhancing the customer experience from the very first interaction. All messages from these channels are grouped into a unified inbox, where you can categorize conversations by status such as "In progress," "Payment," or "Partner," making it easier for the sales team to manage customers. Not only that, GTG CRM also allows you to assign permissions to the correct staff member for each conversation. Thanks to this, everything becomes organized, avoiding duplicate processing and improving customer service efficiency.

The real-time notification system ensures you receive notifications as soon as there are new messages, helping you respond to customers promptly and avoid missing business opportunities.

Especially, GTG CRM's Live Chat feature can be customized to integrate with your website, synchronize with your brand colors, and support customers 24/7.

GTG CRM helps you manage multi-channel messaging effectively with reasonable costs

Combined with CRM tools and marketing implementation, GTG CRM helps manage potential customers and build sustainable marketing strategies, making it the optimal choice for businesses that want to save costs while still achieving high efficiency.

Guide to managing multi-channel messaging with GTG CRM

2. Haravan Omnichannel - Connecting online and offline sales

For businesses operating simultaneously on both online and offline channels, Haravan Omnichannel is a powerful solution that connects all customer touchpoints. This tool not only focuses on message management but also integrates tightly with the sales system, creating a seamless experience. This is the ideal choice for small and medium-sized businesses that want to unify their business processes.

Haravan Omnichannel supports conversation management from platforms such as Facebook, Zalo OA, and Instagram, ensuring you can track all customer interactions in a single interface.

The strength of this tool lies in its ability to integrate with sales websites, POS systems, and payment methods, helping businesses manage orders and provide customer care effectively. For example, when a customer sends a message inquiring about a product on Instagram, you can quickly check inventory, create an order, and even process payment directly within the system, providing a smooth experience for both the business and the customer.

3. Pancake - Optimized for Livestream Sales

Livestream sales have become an important channel to reach customers, and Pancake is a tool specifically designed to support businesses in this field. With the ability to manage messages and comments from multiple fanpages, Pancake helps you not miss any closing opportunities. This tool is especially suitable for online shops that utilize livestream to boost sales.

Pancake allows you to consolidate all messages and comments from fanpages into one place, making it easy for the team to track and respond. The highlight is the feature that automatically hides comments containing phone numbers, protecting customer information and preventing competitors from stealing customers. Furthermore, you can finalize orders directly in the chat interface, from confirming products and quantities to sending payment information, all done quickly. This optimizes the sales process, especially in livestream sessions with high interaction. 4. Vpage.nhanh.vn - Suitable for small shops For small shops that want to manage messages from multiple platforms without incurring excessive costs, Vpage.nhanh.vn is a popular choice in the community. This tool offers simplicity yet effectiveness, allowing shop owners to focus on selling instead of getting overwhelmed by managing conversations. This is the ideal solution for new businesses.

Vpage.nhanh.vn supports managing multiple fanpages, Zalo OA, and even Shopee accounts simultaneously, allowing you to monitor all messages in a user-friendly interface.

This tool can also automatically identify and hide comments containing sensitive information such as phone numbers or addresses, ensuring customer information security.

Especially, you can finalize orders directly on the chat interface, from recording the customer's chosen products to sending invoices, saving time and enhancing the shopping experience for customers.

5. Ginee Chat - A Solution for E-commerce Platforms

Retailers operating on multiple e-commerce platforms such as Shopee, Lazada, or Tiki often face difficulties in managing customer messages. Ginee Chat was created to solve this problem, providing a specialized solution for multi-platform businesses. This tool helps you manage conversations effectively while synchronizing with your business processes.

Ginee Chat supports message management from platforms such as Shopee, Lazada, Tiki, and even Facebook, ensuring you don't miss any customer questions. The system also synchronizes with inventory and order management, allowing you to check inventory, update order status, and reply to customers in the same interface. For example, when a customer asks about delivery time on Shopee, you can quickly check and respond without switching between applications, saving time and improving efficiency.

6. Zalo OA Manager + ZNS - Customer care via Zalo

Zalo is one of the most popular communication platforms in Vietnam, and Zalo OA Manager combined with ZNS (Zalo Notification Service) is a powerful tool for businesses with a large customer base on this platform. This tool helps you manage conversations effectively and implement automated customer care campaigns. This is a great option for businesses that want to build lasting relationships with customers through Zalo.

Zalo OA Manager allows you to manage all conversations on Zalo OA, and assign permissions to employees to handle messages in an organized manner. The ZNS feature supports sending automated customer care messages, such as promotional announcements, order confirmations, or payment reminders, helping to maintain interaction with customers without too much effort. For example, after a customer makes a purchase, you can send a thank-you message or suggest new products, creating a feeling of being cared for and personalized.

7. Harafunnel – Automation with intelligent chatbots

In the context of small businesses wanting to optimize costs and time, Harafunnel offers an automated chatbot solution that intelligently handles messages. This tool not only supports conversation management but also helps classify and care for customers automatically. It's an ideal choice for businesses wanting to implement automation without a complex technical team.

Harafunnel provides chatbots on platforms such as Messenger and Zalo, with pre-designed scripts to answer common questions, from product information to order status. The system also automatically tags and categorizes customers based on behavior, making it easy to build personalized marketing strategies. For example, when a customer asks about a product, the chatbot can answer immediately, while also tagging them as "Interested Customer" so the sales team can track and contact them later.

Conclusion

The market currently offers many tools for managing multi-channel messaging, each designed to meet specific needs, from livestream sales, e-commerce platform management to customer care via Zalo. However, if you are a small business or startup looking for a comprehensive, easy-to-use solution that integrates CRM and features to support marketing implementation at a reasonable cost, GTG CRM is a worthwhile option to consider. Try GTG CRM for free to experience how it helps you save time, improve conversion rates, and build lasting relationships with customers.