“Omni Channel” CRM for SMB Software Company, any recommendations?

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We sell SaaS Software to SMB Market. "Sales cycle" is highly transactional.

We are looking for a "light" CRM / Helpdesk software that supports various input channels:

  • Email
  • SMS Chat
  • Website Chat
  • API (create customers from our SaaS app as people sign up)
  • Phone (can it integrate w/ Google Voice? or other VOIP system?)

Can assign / route tickets, measure CSAT, SLA Reporting, maybe run some light opportunities/sales cycles, etc….

Something like Salesforce is too heavy.

Ones we are aware of are Kustomer, Zendesk, Freshdesk, Hubspot, Chatwoot, etc….

Trying to avoid having to stitch a bunch of stuff together ourselves.

Anyone with real experience with any of these, pros/cons, etc…. Thanks.

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