What is omnichannel customer service?
Omnichannel customer service connects every support channel, such as chat, email, phone, social media and in-app messaging, into one experience, so customers can switch channels without repeating themselves and agents see the full history of each conversation in one place.
Omnichannel vs multichannel
| Multichannel | Omnichannel | |
|---|---|---|
| Channels | Many | Many |
| Connected? | No | Yes |
| History | Per channel | Unified |
| Customer repeats? | Often | Rarely |
Example
A customer starts in chat, then calls. The agent sees the chat and picks up where it left off.
Requirements
One customer record, unified inbox, shared knowledge base and consistent AI across channels.
