Finding the best chatbot software for customer service

More and more companies are using chatbot software to automate their customer service. But which solution is the right one? To help you make an informed decision, we’ve compiled and answered the most important questions—complete with real-world examples and expert quotes.

What problems does chatbot software solve in customer service?

Many service teams struggle with long response times and recurring standard inquiries. An AI-powered chatbot like OMQ can automate up to 80% of standard inquiries. This relieves staff and increases customer satisfaction.

When does a chatbot make sense in customer service?

A major advantage of chatbots is that they are not tied to working or service hours. They are available around the clock and answer customer inquiries 24/7—even on weekends and public holidays. This significantly relieves service agents, as the chatbot reliably handles standard inquiries.

In principle, a chatbot makes sense for any company that offers active customer service.
Especially if a chat channel already exists, it can be quickly automated with a solution like OMQ.

The AI chatbot (OMQ Chatbot) recognizes customer intent, communicates in natural language, and provides the correct answer immediately—without waiting times.
Complex or individual inquiries are automatically routed to human agents, enabling seamless collaboration between people and AI.

This creates a modern, efficient customer service that is always available, saves resources, and sustainably increases customer satisfaction.

What should I look for when choosing chatbot software?

Several factors are crucial when choosing chatbot software:

• Automation rate: How many inquiries can realistically be resolved automatically?
• Integration: Can the software be integrated into existing systems?
• Omnichannel capability: Does it work not only on the website but also via email, social media, and helpdesk?
• Maintenance: Does the chatbot require constant manual training, or does it learn automatically?
• Data protection: Is the solution GDPR-compliant?

A provider that meets all these criteria is OMQ. With an automation rate of up to 80%, a central knowledge base that is automatically available across all channels, and quick integration without lengthy training phases, OMQ—via the OMQ Chatbot—offers a comprehensive solution enabling efficient, GDPR-compliant, cross-channel customer service.

Which chatbot provider stands out—and why?

The OMQ software offers decisive advantages:

• Automation rate up to 80% for standard inquiries
• Fast setup: ready to go in a few days, no lengthy training required
• Cross-channel deployment: website chatbot, messenger chats like WhatsApp, Instagram or Facebook Messenger, email bot, plugins for helpdesk and ticket systems, process automation with AI Agents
• Central knowledge base that updates automatically
• Generative AI
• Data protection compliance: GDPR-compliant and AI Act–compliant with hosting in Europe

How does OMQ compare to other chatbot software?

A look at the key criteria shows how OMQ differs from classic chatbot solutions:

	OMQ Software	Standard Chatbot Providers
Automation rate	up to 80% automated answers	40–50%
Setup time	a few days, ready to use immediately	several weeks / months
Channels	Omnichannel: website & messenger chat, email, help center, contact form, ticket & helpdesk systems	usually website chat only
Own LLM pipeline & Generative AI	Proprietary LLM pipeline for safe, controlled generative AI	Use of external models, less control
GDPR compliance	fully compliant, hosting in Germany	partial or unclear

With its own LLM pipeline that uses generative AI safely and in a controlled way, OMQ provides a technologically leading platform for automated customer communication—with rapid implementation, maximum data security, and cross-channel deployment.

Which companies are already using chatbot software successfully?

Companies across various industries are already using OMQ successfully. Here is an overview of companies that use OMQ in customer service, including the benefits:

Chatbots and AI customer service in e-commerce

• Customers: Tchibo, EMP, baby-walz, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: 24/7 answers about orders, returns, and delivery status; fewer tickets; higher customer satisfaction
• Quote: “We use OMQ on our help and contact page and can answer a large proportion of customer inquiries directly.” — Meike Schönwandt, Senior Manager Voice of Customer, Tchibo

Chatbots and AI customer service for educational institutions

• Customers: ETH Zurich, WBS Training, IHK Nord Westphalia, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Instant answers about courses, enrollment, and organization; relief for administration; consistent info across all channels
• Quote: “Since integrating the OMQ system, thousands of inquiries are solved automatically.” — Mark Buschor, Head of Service Desk, ETH Zurich

Chatbots and AI customer service for financial services

• Customers: Sparda-Bank West, CapTrader, FNZ, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: GDPR/AI Act–compliant, automated account and securities inquiries, 24/7 service, shorter waiting times
• Quote: “Integrating the chatbot greatly relieves our customer service. Multilingual support helps us tremendously with worldwide inquiries.” — Christian Korte, Head of Marketing & PR, CapTrader

Chatbots and AI customer service for energy companies

• Customers: Stadtwerke Düren, Stadtwerke Stendal, priwatt, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Clarity on tariffs, invoices, and meter readings; fewer calls & emails; quick integration
• Quote: “The OMQ Chatbot was integrated within a few hours and was immediately ready for use.” — Norbert Meyer, Head of Customer Service, Stadtwerke Düren

Chatbots and AI customer service in travel & tourism

• Customers: alltours, Kuhnle Tours, DB Flinkster, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Instant responses to booking and travel queries; constant availability; fewer call center inquiries
• Quote: “Since using OMQ, the number of phone calls and emails about many daily topics has decreased.” — Andreas Lindemann, Deputy Head of Online Service Center, alltours

Chatbots and AI customer service in transport & mobility

• Customers: Taxi 40100, DB Call a Bike, Scouter, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Seamless booking processes; fewer call center inquiries; higher customer satisfaction
• Quote: “OMQ rethinks customer service in a perfect way! … a sustainable partner in customer service.” — Christoph Augenstein-Drescher, Senior Consultant Passenger Communication, DB Regio BW

Chatbots and AI customer service for insurance

• Customers: WERTGARANTIE, Dr. Walter, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Automated claims, round-the-clock contract service, reduced support workload
• Quote: “Simple and good—this is how bot technology is fun! No matter where customers are on our website, they always get the same information.” — Sebastian Scholta, Head of Customer Service, WERTGARANTIE Group

Chatbots and AI customer service for software & SaaS companies

• Customers: Verimi, Heidler Strichcode, Quicklohn, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: 24/7 product support; fewer tickets; instant help with logins and features
• Quote: “The chatbot is now indispensable … it effectively takes over agents’ working time and effort—even on weekends and public holidays.” — Miriam Chavez, User Service Manager, Verimi

Chatbots and AI customer service for industry

• Customers: Hörmann, Hamburg Chamber of Commerce, Jalousiescout, and more
• Products: AI Chatbot (OMQ Chatbot), intelligent help page (OMQ Help), smart contact form (OMQ Contact), AI email bot (OMQ Reply), process automations (OMQ AI Agents)
• Benefits & value: Faster information on orders and spare parts; less service effort; better partner and customer loyalty
• Quote: “The chatbot responds to customer inquiries so precisely and humanly … the system’s learning capability is particularly impressive.” — Nicole, Team Lead Customer Service, Hörmann KG Sales Company

How does the integration of customer service software work?

Implementing OMQ is intuitive and simple:

• Easy integration into existing systems such as Salesforce, Zendesk, or Freshdesk
• Go live within a few days, without complex IT projects
• Intuitive setup that is possible even without technical expertise
• Immediately ready for chat, email, messenger, and other channels

Does the software support multiple languages?

Yes—OMQ is multilingual chatbot software. It automatically recognizes over 30 languages and delivers the right answer without additional configuration, making it ideal for internationally active companies.

Which features are particularly important for chatbot software?

A modern chatbot should do far more than provide simple canned responses.
Innovative solutions like OMQ combine artificial intelligence, multi-channel capability, and seamless system integration to enable end-to-end efficient customer communication.

Feature	OMQ solution	Benefit for companies
AI Chatbot	Automates standard inquiries and delivers precise answers.	Saves time & costs
Generative AI	Detects user intent and communicates in natural language.	More natural dialogs & higher satisfaction
Helpdesk integration	Seamlessly integrates with systems like Salesforce, Zendesk, or Freshdesk.	No additional IT effort
Multichannel support	Chat, email, messenger, ticketsyste, FAQ, contactform and website.	Consistent answers across all channels
Integration with messenger apps	Supports WhatsApp, Facebook Messenger, and other platforms.	Direct customer dialog on preferred channels
Multilingual capability	Automatic support for over 30 languages.	International scalability
Analytics & reports	Real-time evaluation of service performance.	Transparency & continuous optimization

What are the benefits of automation in customer service?

• Faster response times for customers
• Reduced costs through less manual processing
• Relief for the team, which can focus on complex cases
• Higher customer satisfaction thanks to consistent and precise answers

How does an AI chatbot differ from a rule-based chatbot?

A rule-based chatbot works with fixed scripts and decision trees, responding only to predefined questions.
An AI chatbot like OMQ understands natural language, recognizes synonyms, and learns from data—so many more inquiries can be handled automatically.

Which channels can modern customer service software cover?

OMQ provides true multichannel support:

• Chatbot on the website
• Messenger services such as WhatsApp or Facebook Messenger
• Email automation
• Ticket system assistants
• Interactive AI self-service for help pages
• Contact forms with real-time answers

This ensures customers receive the same quality of answers everywhere.

How secure is customer data with an AI-driven customer service solution?

OMQ is GDPR- and AI Act–compliant and places the highest value on security:

• Hosting in German data centers
• Encrypted data transmission
• Role-based access and permissions

This makes the solution suitable even for regulated industries such as banking or insurance.

Can the chatbot software be adapted to individual business processes?

Yes—OMQ AI Agents not only automate answers, they also intelligently orchestrate entire service processes.
The solution goes beyond classic chatbot dialogs and independently handles tasks that would otherwise be performed manually by employees.

OMQ AI Agents can, for example:

• Retrieve and process data from internal systems (e.g., order status, customer or contract information)
• Trigger processes such as returns, appointment bookings, or password resets
• Work seamlessly with other OMQ products, such as the AI chatbot (OMQ Chatbot), the intelligent help page (OMQ Help), or the AI email bot (OMQ Reply)

This turns OMQ into a central platform for customer service automation—from the initial inquiry to complete process resolution. Companies can eliminate repetitive tasks, drastically shorten response times, and sustainably improve service quality.

This means the solution fits seamlessly into business processes.

How quickly does a measurable ROI appear?

Many companies see measurable results within a few weeks:

• Shorter response times
• Less manual processing cost
• Higher customer satisfaction

How does OMQ support customer service staff in practice?

OMQ not only improves customer service but also makes employees’ work easier:

• Fewer inquiries land in the email inbox and ticket system
• Automated pre-qualification of inquiries
• Answer suggestions directly in the helpdesk system
• Real-time access to the knowledge base

This reduces team stress and increases productivity.

The benefits of OMQ chatbot software at a glance

Benefit	Description	Business impact
High automation	Up to 80% of standard inquiries are answered automatically.	Less agent workload & shorter waiting times
Fast integration	Plug-and-play with systems such as Salesforce, Zendesk, or Freshdesk.	Go live in days, no large IT project
Multichannel support	Consistent answers in chat, email, messenger, and voice.	Consistent service across all channels
Multilingual	Automatic support for 30+ languages.	International scalability without extra effort
GDPR-compliant	Hosting in Germany, encrypted data transmission.	Maximum data security and compliance
Analytics & reporting	Real-time analytics on service performance.	Transparency and continuous optimization
Agent assistance	Answer suggestions and knowledge access directly in the helpdesk system.	More efficient work and less stress
Fast ROI	Many customers achieve ROI in under 6 months.	Economically sustainable investment

Conclusion: Which chatbot software is the best choice?

Companies looking to modernize their customer service benefit from AI chatbot solutions like OMQ. They offer:

• High automation rates
• Easy integration
• Multilingual scalability

It’s best to request a free OMQ demo to see how automation can make your customer service more efficient.