What does omnichannel mean in customer service?

Omnichannel is often used as a term for offering multiple channels. That is multichannel. Omnichannel means that the channels are interconnected.

The difference the customer notices

Multichannel: customers can chat, call, and send emails, but have to explain themselves again each time. Omnichannel: the person answering the phone can see yesterday’s chat. That’s the difference customers actually notice.

It is a data requirement

For the history to follow the customer, the system needs to know that the person chatting and the person calling are the same person. This requires the customer to be identifiable across channels—which, in turn, requires clean customer data. This is where most initiatives come to a halt.

Start by connecting, not expanding

Adding a channel is easy. Connecting the existing ones is where the value lies. If you have three channels that don’t communicate with each other, a fourth is the last thing you need.