With competition at an all-time high, it can be challenging to compete. However, technology is continuously improving to adapt to the needs of customers. If you want to provide your customers with a fully integrated, seamless buying experience, it might be best to opt for omnichannel customer service.

According to statistics, about 64 percent of Americans contact customer service at least once every month. On the other hand, around 47 percent of consumers use 3 to 5 different communication channels for getting in touch with companies. The communication channels include SMS messaging, social media, and chatbots.

What is Omnichannel?

In the simplest of words, omnichannel refers to providing customers a unified, fully integrated, and supportive buying experience across all devices and channels. Its primary focus is to ensure that you are everywhere the target audience is and enable you to utilize customer data from a single central location. When you invest in providing an omnichannel experience, you get to deliver a personalized, seamless, and cohesive experience that allows for consistent, engaging, and easy interactions. To give an omnichannel service, the business has to connect the following channels.

  • Website
  • Social Media Profiles
  • Chatbots
  • Retargeting Efforts
  • SMS Messaging
  • Brick and Mortar Stores

What Makes Omnichannel Different from Multichannel?

Today, most businesses follow the multichannel approach. It uses various communication channels separately to interact with consumers. This means that each platform has an individual strategy, marketing goals, protocol, user experience, and response team. However, since customers expect a consistent brand experience in all channels, it is crucial to rethink things. This is where the omnichannel approach comes into place.

When you follow an omnichannel approach, your team would no longer need to consider each channel from a different lens. Instead, all the channels would become one, and a strategy will be developed to guide customers through the funnel. Although switching to an omnichannel approach might require more time initially, it will help make things easier in the long run.

Is It Worth It To Switch to Omnichannel?

It all comes down to if it is worth it to make the switch to omnichannel at the end of the day. Overall, it is a decision that is worth the effort. The fact is that when you switch to omnichannel, you get to reap the benefits of cross-platform integration, as mentioned below.

  • Better Control over Key Milestones: An omnichannel approach allows the business to benefit from greater control over key milestones. Customers can expect almost six touch-points.
  • Higher Revenue: Companies that have robust omnichannel engagement methods tend to generate higher revenue.
  • Improved Customer Support: Instead of relying on outdated communication methods, customers will reach customers more efficiently. When you provide greater flexibility to customers, you get to ensure that they benefit from improved customer support.


Once you finish reading our guide, you will come to realize why omnichannel is the future. It helps streamline all the communication channels for the best experience.