An omnichannel customer service refers to the type of service insisted on by the customer on their preferred grounds. Omnichannel can be divided into many parts: online, offline, social media, email, webchat, SMS, phone calls, and more. Thus, omnichannel customer service refers to the preferred method of service opted for seamlessly via any channel by the customers.

All channels are integrated over a hosted cloud-based server for handling various customer interactions, providing seamless connectivity and no wait time. All channels are connected so that no such interaction can happen twice over the different channels, enhancing the efficiency of the support team.

Both terms are confused a lot because of their similarities in a single aspect. Multichannel customer service refers to the potential channels provided for interacting with the customer. Each and every channel utilized has an expert professional providing support to the customers. Omnichannel customer service is interconnected with each of the channels utilized for the purpose. A single trained executive would be in charge of communicating with their clients over multiple channels, thus cutting off wait times and repetition of information or queries conducted over the channels.

Firstly, omnichannel helps keep track and record the interactions on multiple platforms in a single place. This certainly increases the customer experience and helps in providing support on the go. Agent productivity increases to an extent with fewer waiting times, saving time and money over the installation of the software.