Single Channel, Multi Channel and Omni Channel.

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Omni-channel is proving to be a game changer for a lot of businesses when it comes to customer experience.

Omni-channel is proving to be a game changer for a lot of businesses when it comes to customer experience. 

These days, most businesses offer multiple contact channels. However true omni-channel is not just about offering multiple contact channels to your customers, it’s about offering a seamless service for each of those channels where your customers can quickly & easily switch channels without having to speak to another customer service agent or repeat their query again. 

Here’s a brief overview of the image below:

Single channel.

One channel option, for example, e-commerce tend to prefer to use 1 contact channel which is usually an email address or a social media handle. 

Multi channel.

Different channel options, voice, email, web-chat or social. They don’t link up & usually rely on different people manning the channels & replying to customers.

Omni channel

Different channel options, voice, email, web-chat & social. All link to the same place for a more seamless service & can be switched over from one channel to the next easily! 

There’s a lot of excitement around omni-channel for businesses wanting to improve their customer experience. It’s proven to help businesses retain more customers & increase revenues. 

For more information on how QContact can revolutionise your customer experience visit our website: www.qcontact.com

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