A customer realizes they entered the wrong billing email after placing an order. They first use live chat, then tweet later that evening, and finally call the next morning. Without omnichannel support, each interaction lives in a separate silo, forcing agents to piece things together while the customer repeats themselves—frustration that leads to churn. In fact, 61% of customers say they’d switch to a competitor after one bad support experience.
With an omnichannel approach, all three interactions sync into one case. The agent sees the full history, fixes the issue quickly, and updates the customer across every channel.
The result: faster resolutions, less duplication, and happier customers. No surprise that companies with strong omnichannel strategies retain 89% of customers, versus only 33% for weak ones. That’s why omnichannel support is becoming a must-have for IT teams.
What is omnichannel customer service?
Customer support teams today face a real challenge: endless emails, ringing phone lines, and customer complaints scattered across social media. With everything happening in different places, it’s tough for agents to stay on top of conversations and deliver quick, effective support.
Omnichannel customer service solves this problem by connecting all those channels into one cohesive experience. Instead of jumping between tools, agents get a single view of every customer interaction — whether it came through email, chat, phone, social platforms, WhatsApp, or even a self-service knowledge base.
It’s not just about being available everywhere. It’s about creating a seamless journey for customers, where they can switch channels without having to repeat themselves and still feel like they’re talking to the same business. For agents, it means less chaos and more clarity. For customers, it means faster resolutions and smoother support every time.
What is the difference between omnichannel and multichannel customer support?
Multichannel support means customers can contact you in different ways—like email, phone, or chat, but each one is separate. If they switch channels, they usually have to repeat themselves because the systems don’t “talk” to each other.
Omnichannel support also gives customers multiple ways to reach you, but all those channels are connected. So if a customer starts with an email and then follows up with a phone call, the agent already sees the email and can pick up where things left off.
The two often get mixed up, but the biggest difference between omnichannel and multichannel customer support is how connected the experience is.
Multichannel support
Customers can reach you on different platforms: email, phone, chat, social media, etc.
But those channels are separate—they don’t talk to each other.
Example: A customer emails about an issue, then later calls. The phone agent has no idea about the earlier email, so the customer has to explain everything again.
Omnichannel support
Customers also have multiple ways to contact you.
The difference: all channels are connected in one system, so the conversation moves seamlessly between them.
Example: A customer emails about an issue, then calls later. The phone agent already sees the email conversation, picks up right where it left off, and solves the problem without making the customer repeat themselves.
When does a business need an omnichannel customer service strategy?
Here’s when a business really needs an omnichannel customer service strategy:
1. When customers use multiple channels to reach you
If your customers reach out by phone, email, chat, social media, or even messaging apps like WhatsApp, and you’re struggling to keep track of it all, it’s time for omnichannel.
2. When customers repeat themselves
If agents often hear: “I already explained this in my email” or “I sent this info in chat yesterday”, that’s a big red flag. Omnichannel connects those conversations so no one has to start over.
3. When agents are overwhelmed by switching tools
If your team wastes time bouncing between inboxes, chat windows, and CRM systems just to piece together what’s going on, omnichannel helps them see everything in one place.
4. When customer expectations are rising
Stats show that 58% of customers say support on their preferred channel impacts their purchase decision (Shopify). If you want to stay competitive, you need to meet customers where they are.
5. When you want to improve loyalty & reduce churn
Companies with strong omnichannel strategies retain 89% of customers, while weak strategies keep only 33%. If retention is slipping, omnichannel can close the gap.
Benefits of omnichannel customer service
So, omnichannel customer service is when a company lets you connect with them on different platforms like phone, email, live chat, social media, or even in-store, and everything feels connected. You don’t feel like you’re starting from scratch every time you switch channels.
Here’s why that’s a big deal:
- Seamless experience means happy customers
If you start a chat on Facebook and later call the support line, and the agent already knows what you asked before, that feels amazing. No repeating yourself over and over. Faster problem solving
Since the team can see your full history, they solve issues more quickly. No endless transfers, no being put on hold forever. Just smoother, faster help.Trust and loyalty grow
Customers stick with brands that “get” them. When a company makes you feel remembered and valued, you’re more likely to keep coming back.Smarter insights for the business
Companies get a clear view of common problems, customer preferences, and pain points. That info helps them improve their service and even their products.Flexibility for you
Maybe today you’re too busy to call, so you use chat. Tomorrow you might prefer picking up the phone. Omnichannel means you get to choose what’s easiest for you.Standing out from competitors
People always remember a frustrating service experience. So when a company nails it and makes things feel effortless across channels, it really sets them apart.
It all comes down to this: omnichannel is not just being available everywhere. It’s about making the experience feel consistent and human wherever the customer decides to connect.
What channels and services form an omni-channel customer service strategy?
Here are the main channels and services that usually make up the mix:
1. Phone support
Still the go-to for urgent or complex issues. People like hearing a human voice when things matter.
2. Email support
Perfect for less urgent requests or when customers need detailed written responses.
3. Live chat on websites or apps
Instant help while someone is browsing or shopping online. It’s quick, convenient, and often a first stop before calling.
4. Social media
Platforms like Facebook, Instagram, X (Twitter), TikTok, or LinkedIn are where customers expect quick replies, especially when they post publicly.
5. Messaging apps
WhatsApp, Facebook Messenger, WeChat, Viber, or even SMS. Customers love using the apps they already text their friends on.
6. In-app support
Help centers or chatbots inside a mobile app so customers don’t have to leave what they’re doing.
7. Self-service options
FAQ pages, knowledge bases, video tutorials, or even community forums. Many people prefer solving things themselves if it’s easy.
8. In-store or on-site service
For companies with physical locations, customer service at the counter, kiosks, or through staff on the floor is still a key part of the journey.
9. Chatbots and AI assistants
They handle simple questions instantly, then hand off to a real agent when things get more complex.
10. Customer portals
Account dashboards where people can track orders, submit tickets, or check progress on their issues.
How Desk365 helps you deliver omnichannel customer service?
Desk365 is one of the platforms that tries to walk the talk when it comes to omnichannel support. Here’s how it stacks up, and where you might want to watch out or plan carefully.
| Feature | What It Does | Why It Helps with Omnichannel Support |
|---|---|---|
| Unified Inbox / Omnichannel Ticketing | It collects tickets from various channels (email, web forms, web widgets, support portal, Microsoft Teams) and shows them in one place for agents. | Agents don’t need to hop between different systems. They get all customer requests in one “pane of glass,” preserving context. |
| Microsoft Teams Integration | You can raise tickets, see status, respond all from within Teams. Desk365 has bots (Agent Bot, Support Bot) for Teams. | For businesses already using Teams, this means support becomes part of their daily workspace—not a separate tool to log into. |
| Automation & Workflow Rules | You can auto-assign tickets (round-robin, rules based on ticket fields, keywords, etc.), build macros, set escalation rules, etc. | Reduces manual work, ensures tickets don’t fall through cracks, helps you scale while maintaining consistency. |
| SLAs & Escalations | Set service level agreements per type or priority and get alerts if things slip. | Makes sure you meet promised response times across channels, which is crucial to “omni” consistency. |
| Knowledge Base & Self-Service | You build help-articles and publish them so customers can find answers on their own. | Great omnichannel experiences include self-service so customers don’t have to reach out at all. |
| Reports & Analytics | Insights into ticket volume, agent performance, trends, channel breakdowns etc. | Helps you spot which channels are getting overburdened or underused, and continuously refine your strategy. |
| Customization, APIs, Integrations | Desk365 supports webhooks, connectors (e.g., Power Automate), custom fields, etc. | Real omnichannel means your helpdesk must play well with your other systems (CRM, tools, internal systems) so nothing is siloed. |
| AI Assistance | Features like auto-summarize tickets, draft replies, convert ticket to KB article, etc. | Helps agents keep up with volume, maintain consistency, and reduce repetitive work. |
Book a demo or sign up for a 21-day free trial and see firsthand how Desk365 transforms your omnichannel customer experience.
Try it, and you’ll be able to see how your team responds faster, keeps full context, cuts down customer pain of repeating themselves, and delivers a smoother experience across email, chat, forms, and more.
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