Voice Support
Inbound and outbound calls handled to your scripts and your escalation rules.
Omnichannel Customer Experience
One Team, Every ChannelYour Customers Actually Use
Voice, chat, email, and social shouldn't mean three different vendors and three different standards. Hunttal gives you support professionals who work every channel from inside your own systems, so every customer gets the same answer no matter how they reach you.
What's Included
Everything Inside This Solution
Omnichannel means one team trained across every channel your customers use — not a separate desk per channel, and not a separate system to reconcile.
Live Chat & Messaging
Real-time chat and in-app messaging, answered to the same standard as every other channel.
Email & Ticketing
Structured, tracked resolution for every ticket that comes in by email.
Social & Community
Support handled where your customers already are — social platforms, community forums, review sites.
One Shared Record
Every channel logs into the same ticket history, inside your existing helpdesk or CRM — never a separate system to check.
Why Now
Why Teams Bring This In
One standard, not three
A customer who starts on chat and follows up by phone should meet the same answer both times — that only happens with one team, not one team per channel.
The gaps show up at the handoff
Stitching together channel-specific tools or vendors creates exactly the seams customers notice — when a conversation moves from one channel to another.
Headcount per channel doesn't scale
Adding a new channel shouldn't mean standing up a new team. The people should scale with volume, not with how many channels you support.
How It's Delivered
Pick the Shape That Fits
Omnichannel support doesn't have to mean a full desk from day one. Start with the shape that matches where you are.
Dedicated Specialist
One omnichannel-trained agent added to your existing team, covering the channel under the most pressure right now.
Best for
Closing a single gap without standing up a new process.
Managed Pod
A small team with its own lead, covering every channel you run as one unit with a coverage rota.
Best for
Teams ready to hand off full channel ownership.
Full Team
A complete omnichannel desk, sized to your volume and shift pattern across every channel and time zone you serve.
Best for
Scaling support as a core function, not a patch.
Talent & Roles
The People You Can Add
Roles most often placed into an omnichannel engagement — one specialist or a full desk.
- Omnichannel Support Agent
- Live Chat Specialist
- Voice Support Agent
- Social & Community Support Agent
- Escalations Specialist
- Support Team Lead
Where This Fits
Industries Already Running This
Omnichannel support looks a little different in every industry. Here's how it plays out in practice.
E-commerce & Retail
One shopper who asks on Instagram, follows up by email, and calls about the refund should meet the same standard each time — without you standing up a separate team per channel.
Logistics & Supply Chain
A shipper chasing a status, a consignee re-booking a delivery and a carrier querying a rate all reach someone who can see the same shipment record you can.
Telecom
A subscriber who starts on social, follows up by chat and calls about the same fault should meet one standard, not three separate teams.
SaaS & Technology
The same customer asks in-app, emails the shared inbox and posts in the community — one team, one standard, one ticket history.
Fintech & Banking
Customers asking about a held payment or a failed transfer need someone who can see the case and knows exactly what they are permitted to say.
Tools & Technology
Works Inside the Helpdesk You Already Run
Resources are matched to the platform you already use — there's nothing new to stand up.
Running something else? Tell us your stack — resources are matched against it, not the other way round.
ZendeskIntercomHubSpot Service Hub
FreshdeskFront
FreshdeskFrontIntercomHubSpot Service HubFreshdeskFrontZendesk
FreshdeskFrontZendeskFreshdeskFrontZendeskIntercomHubSpot Service HubFrontZendeskIntercomHubSpot Service HubFreshdesk
FreshdeskWhy Hunttal
Why Teams Build Omnichannel With Us
One Team, Not a Patchwork
Every agent is trained across the channels you run, so the standard doesn't drop depending on how a customer reaches you.
Works Inside Your Systems
No new platform to adopt — resources work inside the helpdesk or CRM you already have.
Vetted Before You Meet Them
Every agent is screened for communication and fit before reaching your shortlist.
Scales Per Channel as You Grow
Add coverage to a specific channel as its volume grows, without rebuilding the whole desk.
Client Story
What This Looks Like in Practice
Elena MarshDirector of Customer Support, an e-commerce marketplace
01 / 05
Omnichannel used to mean three different vendors. Hunttal brought voice, chat, and social into one team, and our churn-driving complaints dropped fast.
- The challenge
- Voice, chat, and social were run by three different vendors, and nothing lined up when a customer moved between them.
- The resources provided
- A single Hunttal team covering voice, chat, and social from inside the client's own systems.
- The outcome
- One consistent standard across channels, and a fast drop in the complaints driven by handoff gaps.
Getting Started
Four Steps to a Bigger Team
The process is about matching people to your requirement — not scoping a function to hand over.
- 01
Tell Us What You Need
Share the roles, the skills, the volume you are covering, and the timeline. The more specific the requirement, the closer the first match.
- 02
Meet the Right Resources
We put forward pre-vetted professionals matched to your requirement. You interview them exactly as you would any other candidate.
- 03
Start Building
Your chosen resources onboard into your systems and processes, and start working to your standards alongside your existing team.
- 04
Scale as You Grow
Add roles for a peak, a launch, or a new workstream — and adjust the team as your volumes change.
FAQ
Questions About Omnichannel Support
Everything you need to know about working with HuntTal. Can't find your answer? Get in touch with our team.
Yes. Start with the channel under the most pressure and add others as your needs grow — you don't need to commit to all of them at once.
Yours. Agents work inside your existing helpdesk or CRM, so every ticket stays in one record regardless of which channel it came in on.
Matching starts immediately, and a small team can be live within days. Full onboarding to your macros, tone, and systems typically takes a few weeks before volume ramps.
No. Reporting stays in your systems and against your own KPIs — first response, resolution, CSAT — the same as any other member of your team.
Resources are added or shifted between channels as your mix changes. The team isn't locked to today's split.
Explore More
Where to Go Next
Industries Running Omnichannel
Ready for One Team Across Every Channel?
Tell us which channels you need covered and the volume you're running. We'll come back with resources who can join your existing helpdesk and start delivering one consistent standard.