Omnichannel Customer Service: Is it Helpful for Better Customer Service?

Omnichannel customer service is the idea that you should take care of your customers no matter what channel they’re using to reach you. In this case, omnichannel means “everywhere,” so it’s not just email and phone—it could mean anything from email to text messages, video chats, social media, and more. Omnichannel customer service encompasses of setting up multiple channels of communication for customers to reach companies. While most preferred method historically was a phone call, some customers prefer non-verbal methods of communication such as Chat and Email.