Omnichannel Customer Experience
What is Omnichannel Customer Experience?
An omnichannel customer experience may span interactions across a number of different channels and may include elements of self-service as well as agent assistance. The experience is supported with full visibility to context and Interaction History so that as the customer moves between service types and across channels, the customer information and context about their journey moves with them.
An omnichannel customer experience lets customers move between channels such as phone, chat, email, messaging and self-service without losing their place. The difference from multichannel service is continuity: the history and context of a conversation follow the customer, so a chat that becomes a call does not start from scratch.
This matters because customers rarely stay in one channel, and having to repeat information is a common source of frustration. Delivering it usually requires a shared view of interactions, consistent routing and the same knowledge available to bots and agents in every channel. Organizations typically measure success through repeat contacts, customer effort and resolution across channel switches, rather than within each channel alone.
Related: Omnichannel contact center, Multichannel contact center, Omnichannel customer journey, Totalix.