Omnichannel
Omnichannel means providing a unified customer experience across multiple communication channels (voice, SMS, chat, email, social). A customer can start a conversation on one channel and seamlessly continue on another without repeating information or context.
What Is Omnichannel Strategy?
Omnichannel is different from multichannel. Multichannel means you're present on multiple channels independently; omnichannel means they're integrated. A customer texts a question, the agent sees their entire conversation history (including previous calls), and resolves it in one interaction. Plura's stateful conversation database enables true omnichannel: all channels (voice, SMS, chat) feed into one unified inbox with complete history.
Benefits of Omnichannel
Organizations with strong omnichannel experiences see:
- Higher Conversion: Customers can engage via preferred channel
- Better Retention: Seamless experience across channels reduces friction
- Improved Efficiency: Agents need context only once, not repeatedly
- Higher Customer Satisfaction: Customers feel understood across channels
Key Omnichannel Components
To deliver omnichannel:
- Unified Data: All interaction history accessible to all agents regardless of channel
- Single Inbox: Agents work from one queue (not separate phone, chat, email systems)
- Seamless Routing: Customers route to the right agent based on issue, not channel
- Consistent Messaging: Brand voice and information consistent across all channels
FAQs related to
Omnichannel
Should I be on all channels?
No. Pick channels where your customers are. If you're B2B enterprise, prioritize phone/email. If you're Gen Z consumer, prioritize SMS/chat. Start with 2-3 channels, not 10.
How do I integrate channels?
Unified contact center software consolidates channels into one interface. Plura integrates voice, SMS, and chat so agents see everything in one place. Integration quality determines omnichannel quality.
Does omnichannel require 24/7 support?
Not necessarily. But availability expectations vary by channel: Phone calls expect response in minutes. SMS/chat expect response in hours. Set clear expectations and manage channel load accordingly.
Can AI help with omnichannel?
Yes. AI agents provide 24/7 availability on chat/SMS, handling simple requests and routing complex issues to humans. This enables omnichannel without proportional cost increases.
How do I measure omnichannel success?
Track: channel-to-channel switch rate (should be zero if truly omnichannel), first-contact resolution across channels, and customer satisfaction by channel. All channels should perform similarly.