You can view an overview of the articles in this series here.

Who is this for?

Business leaders, marketers, and customer service teams looking to improve customer experience (CX) and reduce friction in communication.

What problem does it solve?

Many organizations operate across multiple communication channels but fail to provide customers with a seamless, connected experience. This guide explains the difference between multichannel and omnichannel strategies—and why the distinction drives loyalty, efficiency, and revenue growth.

What is Multichannel?

• Customers can reach your company via email, phone, social media, chat, or in‑person branches.
• Each channel works independently, with no shared data or context.
• Customers often repeat themselves when switching from one channel to another, causing frustration and inefficiency.

Real‑world example:

A customer sends an email about a product issue, then calls your support line. Because there’s no data integration, the agent can’t see the email, and the customer must explain the entire problem again.

What is Omnichannel?

• All customer touchpoints are connected in real time—web, app, chatbot, email, phone, and social media.
• A conversation can start on one channel and continue on another without losing context.
• Teams access shared interaction history, enabling personalized and consistent service.

Real‑world example:

A customer chats with a bot about shipping, then calls the helpdesk. The agent instantly sees the chat transcript and previous orders, solving the issue faster and building trust.

Key Diference at a Glance

Why Omnichannel Matters

Customers no longer think in terms of “channels.” They expect brands to adapt to their behavior, not the other way around. Whether they reach out on social media, email, or chat, they expect you to remember past interactions and respond seamlessly.

Benefits of an omnichannel approach

• Faster resolution and higher first‑contact success rates
• Stronger customer relationships and repeat business
• Reduced service costs through automation and data integration
• Clearer visibility into the entire customer journey

How to Get Started

• Assess your current channels. Where are the gaps and silos?
• Integrate your data sources. Use a platform that consolidates customer information in real time.
• Train your teams. Make sure every agent understands how to use shared context to personalize service.
• Measure results. Track customer satisfaction, resolution times, and loyalty to prove ROI.

Bottom line:

Omnichannel is not about adding more tools. It’s about making your existing tools—and teams—work together to create a connected experience that customers value.

In the next article, we will look at what omnichannel customer service looks like in practice—and why it is no longer just a "call centre," but an interconnected ecosystem of experiences.

Source: Omnichannel vs. multichannel: What's the difference