---
Title: "What Is Omnichannel Customer Service? Definition"
Url: "https://computer.io/glossary/omnichannel-customer-service"
Topic: "Customer service"
Description: "Omnichannel customer service connects every channel so customers can switch between chat, email, phone and more without repeating themselves."
---

# 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.

## FAQ

### What are the benefits of omnichannel support?

Less repetition, faster resolution, better CSAT and complete reporting.

### What channels are included in omnichannel service?

Typically chat, email, phone, social, SMS, in-app and self-service.

### How does AI work in omnichannel support?

The same AI agent and knowledge can answer across all channels.

## Related terms

- [Omnichannel analytics](https://computer.io/glossary/omnichannel-analytics)
- [Live chat](https://computer.io/glossary/live-chat)
- [Customer journey](https://computer.io/glossary/customer-journey)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs zendesk](https://devrev.ai/compare/devrev-vs-zendesk)

## Further reading

- [Omnichannel customer support](https://devrev.ai/blog/omnichannel-customer-support)
- [Omnichannel analytics](https://devrev.ai/blog/omnichannel-analytics)