Omnichannel Customer Journey
What is Omnichannel Customer Journey?
The omnichannel customer journey is comprised of all the interactions and activities that customers experience while engaging with your company and brand, across all channels.
A customer journey rarely stays in one place. Someone might see an offer on social media, browse the website, ask a question in chat and later call to complete a purchase or resolve a problem. An omnichannel journey treats these steps as one connected experience, where context from earlier interactions carries forward so the customer does not have to start over each time they switch channels.
For a contact center, supporting the omnichannel journey depends on a shared interaction history, consistent routing and an agent workspace that shows what has already happened. Organizations map and analyze journeys to find points of friction, such as hand-offs that lose context or channels that generate repeat contacts. Typical measures include customer effort, resolution across channels and the number of contacts needed to finish a single request.
Related: Customer Journey, Omnichannel Customer Experience, Customer Journey Analytics, Totalix.