Customer Service Automation

Best Customer Communications Management Software for Multichannel Messaging

We ran the same WhatsApp, Instagram, and SMS test conversation through ten platforms that all call themselves multichannel messaging software, and the surprise was how little they agree on what the phrase means. Some are shared inboxes. Some are developer APIs. A few are marketing funnels that added an inbox later.

Jul 04, 2026

Written by Julie McNealis

Hands On Customer Service Automation

Best Customer Service Automation Software for Support Teams in 2026

We ran the same support queue through ten customer service automation platforms and the gap was not where we expected. The tools that resolved tickets fastest were rarely the ones with the loudest AI claims; the real divide was how much work each one quietly offloaded before a human ever opened a conversation.

Jun 02, 2026

Written by Jessica Moloney