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Customer Service vocabulary · Support Tools & Self-Service

Omnichannel

Meaning in customer service, with examples

/ˈɒmnitʃænəl/adjectiveAdvanced term

In customer service, omnichannel means: Describing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.

In Turkish: çok kanallı, entegre kanallı, omnichannel

How it is used

Used in phrases like omnichannel support, omnichannel experience and omnichannel platform. Multichannel only means that several channels exist; omnichannel means they share the same customer history.

Example sentences

  1. With omnichannel support, a customer can start in chat and continue by phone.

  2. Our new omnichannel platform shows emails, chats and calls in one timeline.

Common collocations

  • omnichannel support
  • omnichannel experience
  • omnichannel platform
  • omnichannel strategy
  • CRMCustomer relationship management: software and practices that keep all information about customers and their contacts with a company in one place.
  • live chatA support channel where customers type messages and get answers from an agent in real time, usually in a window on a website or app.
  • touchpointAny moment or place where a customer interacts with a company, such as a website, an app, a call, an email or a store visit.
  • customer journeyAll the steps a customer goes through with a company, from first hearing about it to buying, using the product and asking for help.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Support Tools & Self-Service

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