Omnichannel is a confluence of the multiple touchpoints employed to ensure a seamless customer experience. Omnichannel enhances the customer experience on a personal level by smartly interlinking the customer journey with the brand irrespective of the touchpoints or channels via which the customer interacts.
Multichannel engages customers on multiple touchpoints but they are disjointed resulting in scattered silos. However, omnichannel converge various touchpoints resulting in a uniformed stream of customer-relevant information. Multichannel attempts at customer engagement, whereas omnichannel refines the diverse customer experience.
Omnichannel is a dynamic approach to enhance an agent's productivity. It allows a single queue for multiple channels, aided with clarified data. Agents can monitor customer interactions better without losing much time on numerous screens. In fact, a single agent can administer various channels at once. Empowered by information, the agent is now better equipped to create happy customer.
Any industry that works with a plethora of customers interacting over diverse touchpoints (voice, non voice or even bots) will flourish with an omnichannel strategy. Some businesses like e-commerce, the multiplatform entertainment industry, banking industry, and even healthcare achieve a lot more with the omnichannel experience.
With digitisation and pervasiveness of technology, most customers, start their buying journey or query on one device and complete it on another.