A customer’s journey within an organisation involves a lot more touch points today than it did five to seven years ago. Unlike earlier, customers can contact a company through various channels today – mobile, call, chat, emails etc. They choose the medium that they are most comfortable with. The challenge today is not only to be present in these channels but provide consistently the best, integrated customer experience through all the channels.
The importance of customer service is further emphasised in a report by Aberdeen: “Companies that provide a consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%.”
We have seen people using these terms interchangeably. By definition, “omni” means all and “multi” means many. Multi-channel contact centres are usually able to provide information across more than two channels. Whereas, omni channel contact centres provide information across a lot more channels. In addition to that, all the channels are integrated and same, consistent message is relayed through them. According to Hubspot, all omnichannel experiences will use multiple channels, but not all multi-channel experiences are omnichannel… Read more.