What is Omni-channel Support?
It is the support structure that allows customers to reach a brand in an uninterrupted and connected manner through all channels.
Overview
This approach aims to ensure that the customer's experience is not disrupted when switching between different channels such as social media, email or store. Since all channels are interconnected, a support request started in one channel can continue where it left off in the other channel. For the customer, the brand acts as a single whole.
How it works
Companies combine all communication channels into one central system. Thus, the customer representative can instantly see what the customer has previously written on which channel.
Where it is used
It is used on e-commerce sites, banking applications and large customer service centers.
Commonly confused with
Mixed with multi-channel support; In multi-channel support, channels are independent from each other, while in omni-channel they are all interconnected.
Frequently asked questions
Why is omni-channel important?
It prevents the customer from explaining the same problem over and over again and increases trust.
What does it take to set this up?
A strong central database and integrated software infrastructure that feeds all channels is required.
Related terms
This explanation was written in plain language for TreScout and machine-translated from the Turkish original · the Turkish version prevails. If something looks wrong or missing, write to hello@trescout.com. Read in Turkish →