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Omnichannel Experiences
CX strategy
7 min read

What is omnichannel customer service?.

Jeanine Desirée Lund
Content Marketing Specialist
omnichannel customer service

Last updated: June 2024

Learn about omnichannel customer service, its benefits, and how organisations can use CCaaS to build omnichannel customer experiences.

Customers today are reaching out to businesses through more channels than ever before. And they expect seamless journeys and smooth transitions across these channels. To keep up and keep customers happy, contact centers are switching to an omnichannel approach.

But what exactly is omnichannel? And how can CCaaS enable omnichannel experiences?
Let’s explore what omnichannel is and its benefits in building excellent customer experiences.

What is omnichannel?


Omnichannel support refers to the strategy of seamlessly integrating multiple communication channels - such as voice, chat, email, social media, and more - to provide customers with a unified and consistent experience across all touchpoints. Unlike single interactions, omnichannel support ensures that customer data and context are shared across channels, enabling a seamless transition and personalised service - resulting in an omnichannel experience.

Picture this: You order a bed online, but when it arrives, one of the legs is broken. You visit the company’s website and use their chatbot, but it leads to a dead end. Frustrated, you call the company, only to be put on hold for ages, and when you finally speak to someone, they tell you to email the issue. Days later, you're still waiting for a response. 

Now, picture this with an omnichannel organisation. You scroll through their website for support, and a chatbot pops up, asking if you need help with your recent bed purchase. You mention the broken leg, and within seconds, the chatbot connects you to a representative who's already prepared to send a new leg your way. The result? A smooth, fast, and connected customer experience

Key characteristics of omnichannel customer service

What exactly does omnichannel include? Here are the key characteristics that define effective omnichannel customer service:

  • Unified customer view: Omnichannel contact centers give agents a complete picture of customer interactions, preferences, and history. This means agents can offer personalised and relevant responses, making customers feel valued and understood.
  • Cross-channel integration: Customer interactions are connected across channels, allowing for a smooth transition if customers switch from one channel to another. This ensures that no information is lost and the customer experience remains consistent.
  • Consistent messaging: Customers receive the same messages and service levels, no matter how they reach out. This consistency boosts satisfaction and builds trust, as customers know they can expect the same great service every time.
  • Holistic analytics: Advanced analytics track customer journeys across all channels, giving businesses insights into customer behaviour and preferences. This data helps companies continuously improve their service strategies and better meet customer needs

Omnichannel vs. multichannel.

When it comes to customer service, you often hear about "omnichannel" and "multichannel" strategies. These terms are similar but represent different ways of managing customer interactions across various channels. Let's break down the key differences between omnichannel and multichannel approaches to customer service.

multi vs omni

Multichannel customer service: 
Multichannel customer service – is as the name suggests – when organisations offer customers multiple communication channels (such as phone, email, live chat, social media, SMS) through which they can interact with a business. Each channel operates independently, and interactions are typically managed in silos without communication or integration between channels. 

Omnichannel customer service: 
Omnichannel customer service, on the other hand, takes a holistic approach by integrating multiple communication channels into a unified platform. You can say that omnichannel is multichannel with the added functionality of ensuring consistent user experiences across channels. The goal is to provide customers with a seamless experience across all touchpoints, regardless of how they initiate or continue their interactions.

Related resource: A tale of two contact centres: Omnichannel versus multichannel.

The benefits of omnichannel support

The customer experiences a company provides can make or break a customer relationship. In fact, one-third of customers would walk away from a brand they love after just one bad experience, according to PWC

Omnichannel support is crucial for meeting the expectations of modern customers who expect convenience, flexibility, and personalisation in their interactions with businesses. By offering a seamless and integrated customer experience across all channels, organisations can enhance customer satisfaction, loyalty, and retention, ultimately driving business growth and success.  

5 benefits of omnichannel customer service

5 benefits of omnichannel customer service: 

Implementing an omnichannel contact center strategy offers several benefits that directly impact customer experience and operational efficiency: 

Enhanced customer experience (CX): Omnichannel customer service lets customers choose how they want to interact, whether it’s via live chat, phone calls, SMS, social channels and more. This flexibility and convenience lead to higher satisfaction rates and increased customer loyalty. 

Improved agent productivity: With a unified view of customer data and interaction history, agents can resolve issues more efficiently and effectively. No more juggling between different systems or channels – it's all integrated, which means less time used and higher productivity. Omnichannel contact centers empower agents with the tools and information they need to deliver timely and personalised responses. 

Increased customer engagement: By offering multiple channels of communication, businesses can engage with customers on their preferred platforms, increasing overall engagement and interaction rates. 

Better customer insights and analytics: Omnichannel contact centers leverage advanced analytics and reporting capabilities to track customer interactions across channels. These insights enable businesses to identify trends, measure performance metrics, and make data-driven decisions to improve service delivery. 

Increased sales opportunities: A great customer experience leads to more sales opportunities. Omnichannel contact centers help you offer personalised recommendations and targeted offers based on customer behaviour and preferences. This can increase your conversion rates and maximise the lifetime value of your customers. 

Omnichannel customer service strategy

Creating a successful omnichannel customer service strategy involves integrating various communication channels and ensuring a seamless and consistent customer experience across all touchpoints. Here’s how to develop and implement an effective omnichannel strategy for your business:

Understand your customer journey 
To provide a seamless customer experience, start by mapping out your customer's journey. Identify the key touchpoints where customers interact with your brand, including:

  • Website visits
  • Social media interactions
  • Email communications
  • Phone calls
  • In-store visits
  • Live chat sessions 
Understanding these touchpoints helps you recognise where customers might switch channels and ensures you can maintain context throughout their journey. 

Integrate your communication channels 
To create a truly omnichannel experience, you need to integrate all your communication channels into a unified platform. This integration allows your agents to access customer interactions across different channels, providing a holistic view of the customer’s history and preferences. 
  • Choose the right technology: Invest in a robust CCaaS (Contact Center as a Service) platform that supports seamless integration across multiple channels.
  • Ensure data synchronisation: Make sure customer data is synchronised in real-time across all channels to maintain context and consistency. 
Train and empower your agents 
Your customer service agents play a crucial role in delivering an omnichannel experience. Equip them with the necessary tools and training to handle interactions across different channels effectively.
  • Provide comprehensive training: Ensure agents are trained to use the omnichannel platform and understand how to access and utilise customer data.
  • Encourage empathy and personalisation: Train agents to personalise interactions by leveraging the unified customer view and understanding the customer’s journey and preferences.
Leverage analytics and insights 
Use analytics to gain insights into your customer interactions and identify areas for improvement. Monitor key performance indicators (KPIs) to evaluate the effectiveness of your omnichannel strategy.
  • Track customer satisfaction: Use surveys and feedback tools to measure customer satisfaction across different channels.
  • Analyse interaction data: Look for patterns and trends in customer interactions to identify common pain points and areas where the customer experience can be improved. 

Continuously improve and adapt 
An effective omnichannel strategy is dynamic and evolves with changing customer expectations and technological advancements. Regularly review and update your strategy to ensure it remains relevant and effective.

  • Stay updated on trends: Keep an eye on industry trends and emerging technologies that can enhance your omnichannel customer service.
  • Solicit feedback: Continuously gather feedback from both customers and agents to identify areas for improvement and make necessary adjustments. 
The role of cloud contact centers (CCaaS) in omnichannel customer service

Cloud contact centers, often referred to as CCaaS (Contact Center as a Service), play a pivotal role in enabling omnichannel customer service. These platforms leverage cloud technology to provide scalable, flexible, and cost-effective solutions that support seamless integration across multiple channels.  

CCaaS platforms integrate various communication channels, including voice calls, emails, live chat, social media, and SMS, into a single interface. This allows agents to manage customer interactions seamlessly across multiple channels, providing a consistent and personalised experience. Customers can switch between channels without losing context, ensuring their issues are addressed efficiently and effectively.  

CCaaS solutions eliminate the need for on-premises infrastructure, allowing businesses to deploy and manage omnichannel contact centers with ease. 

By adopting a CCaaS model, organisations can leverage advanced features such as real-time analytics, AI-powered chatbots, and integration with CRM systems to deliver exceptional customer experiences. The scalability of cloud contact centers also ensures that businesses can adapt to changing customer demands and scale operations as needed without significant upfront investments. 


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