Glossary
Omnichannel support connects every customer channel, such as phone, email, chat and social media, so that a customer’s history follows them from one channel to the next.
In a multichannel setup each channel works separately, so customers repeat themselves. In an omnichannel setup agents see the whole conversation, whichever way the customer first got in touch.
It usually relies on a shared help desk or CRM, consistent knowledge-base answers and clear ownership of each case.
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