Question: I'm looking for a platform that can help me manage customer support queries across multiple channels like WhatsApp, Instagram, and website live chat from a single interface.

Haptik is a Conversational CRM that uses Generative AI to offer a wide range of tools for managing the customer lifecycle. It supports engagement on WhatsApp, Instagram Direct, Google Business Messages, Facebook Messenger, SMS and web channels, with tools like Gen AI Web Q&A, Smart Agent Chat and Intelligent Analytics. The company says it's used to improve customer satisfaction and reduce operational costs, for example with a 68% repeat purchase rate on WhatsApp commerce and 125% NPS improvement.

Another contender is Gupshup, a conversational engagement platform that automates customer acquisition, marketing, commerce and support with AI-powered chatbots on more than 30 messaging channels. It offers tools like Bot Studio for designing custom journeys, Agent Assist for agent productivity and Campaign Manager for multichannel campaigns. More than 45,000 brands use Gupshup, the company says, and it's designed to help businesses get the most out of customers and cut service costs.

Dixa is another strong contender with an all-in-one conversational customer service platform. It spans multiple channels, including native voice, email, social media, messaging and chatbot, through a single interface. Among its features are an agent workspace with unified customer interaction views, smart tools and AI-powered conversations. Dixa is designed to improve customer service by automating routine tasks and letting agents concentrate on higher-priority interactions.