How is omnichannel different from multichannel?

Omnichannel ensures continuity when customers switch channels; multichannel treats each channel separately.

What Is Omnichannel Support?

Q: What is omnichannel support?

Omnichannel support provides a seamless experience across email, chat, phone, and social media by unifying conversation history in one interface.

Omnichannel support provides a seamless customer experience across all communication channels—email, chat, phone, social media, and self-service—by unifying conversation history and context in a single interface. Unlike multi-channel, omnichannel ensures continuity when customers switch channels.

How Omnichannel Works

All interactions are linked to a unified customer profile. If a user starts on chat then calls, the agent sees the full chat history, ticket status, and previous issues instantly.

Key Features

Unified agent workspace
Cross-channel conversation history
Context-aware routing
Consistent SLAs across channels
Integrated reporting

Benefits

Better customer satisfaction
Faster resolution
Reduced repetition
Holistic analytics

Industry Insight

Zendesk reports that omnichannel customers have a 30% higher lifetime value.

Learn Channel Management

Explore omnichannel concepts on Wikipedia.

How TicketingNext Enables Omnichannel

TicketingNext unifies email, chat, phone, and portal interactions into one timeline. Explore TicketingNext features or see use cases.

Want omnichannel support? Contact our team.