Multichannel Vs Omnichannel: What is the Difference? - Call Page Boy

Multichannel Vs Omnichannel: What is the Difference?

Are you confused with the difference between Multichannel and Omnichannel? Not to worry, you are not alone!

What is Multichannel?

Multichannel is the process of communicating with your customers across multiple platforms and channels.

Multichannel increases brands presence and gives customers the ability to choose. They choose their own favoured method of interacting and engaging with you. Maybe your current customers prefer Social Media ads or radio ads could reach a fresh audience in a new way.

Therefore utilising multiple marketing channels is beneficial, especially as users switch between multiple channels and devices throughout the day. Consistent branding and messaging across within your multichannel strategy, this experience maximises brand awareness. It also makes it easier for customers to reach out to the brand when they’re ready to buy.

What is Omnichannel?

So, Omnichannel is Multichannel, but the strategy is taken to the next level. 

Omnichannel is an approach to marketing that involves using multiple channels to interact with customers in an integrated way, the goal is to create a seamless customer experience across all your chosen channels. We recommend choosing these channels by analysing your target market and figuring out how your customers  like to be communicated with.

Consistent Experience is Key

Whether a customer is browsing and shopping on:

  • your e-commerce site
  • from a smartphone
  • from a computer
  • seeing one of your ads on TV
  • physically visiting your store

Above all, they should have a consistent experience. The various channels work together and share information, guiding customers through the buying process. This process targets messaging that guides users into purchasing. This allows you to optimally create personalised experiences.

Tackling omnichannel marketing involves multiple technologies and integrations. Due to this it’s common to feel overwhelmed when creating and managing a consistent brand experience, especially for the first time. The easiest way is to start small, one step at a time and slowly update your marketing strategy.

Is Omnichannel the way forward for SMEs?

Companies with a well defined omnichannel strategy achieve a higher year-on-year increase. As a result omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money. Source – Harvard Business Review

Additionally, these organisations gain a higher average increase in customer lifetime value. In contrast with those without omni-channel programmes actually diminish customer lifetime value year-on-year as a result.

The ultimate goal is to create a superior experience for customers and keep them coming back. It would be helpful for SMEs to assess their resources and identify which approach they can afford for the moment, with omnichannel marketing being the ideal at the end of the day.


At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support.  Contact us today to see what we can do for you.

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