Omnichannel and multichannel support software's are both excellent tools for customer service. Each comes with its own advantages and disadvantages. While they’re both good options, different types of companies require different marketing styles as well as customer service. Technology has given us multiple applications and support systems to better the way in which we deal with our customers.
Omnichannel support and multichannel support are two marketing tools that are very different from each other. The one thing that ties them together is their usage of multiple channels to reach customers and potential clients. At their core, omnichannel support and multichannel support don’t seem to be so different from each other. They both serve the same purpose – better customer care. In order to compare the two, you’ll need to know what they are and how they’re different from each other.
What is multichannel support?
This tool of marketing refers to a company’s ability to interact with its potential clients on multiples channels and platforms.
What is omnichannel support?
This tool is somewhat different to the previous one. The omnichannel support system provides customers with a well-rounded and integrated experience. As far as customer service is concerned, this keeps both the business as well as its customers pretty satisfied. Omnichannel support ties all the channels that the customer has used so that the next time the customer uses a channel to interact with the business, the business will already have all of the customer’s information and the details of his/her previous interaction with the business, so that the customer wouldn’t have to go through the trouble of explaining it all over again.
Here are 4 key differences between multichannel and omnichannel support:
- Consistency vs. engagement
Omnichannel support system ensures that the customer receives the same level of engagement from the customer support team. When you use an omnichannel support system, your customers’ interactions with your business will be seamless – even across multiple channels. They’ll receive the same experience. The responses are consistent in nature. When your style of messages are consistent, it establishes a good relationship with the client. Consistent responses give the customer a sense of familiarity. This makes them more likely to stay faithful to your business.
- Channel vs. customer
Multichannel support’s main aim is to provide as many channels as possible for the client to contact the company on. Multichannel support is about providing as many options as possible so that at least one of the options can be used by the client. The companies opting for multichannel; support use two or more channels. These channels are usually email or social media.
In comparison, the omnichannel support software inter-relates every single channel that’s being used. This gives the customers a high-quality customer service experience. The main focus of the omnichannel support approach is to build a strong relationship with the client base. Companies with an omnichannel support software in place are proven to have a higher customer retention rate when compared to the companies that don’t have the system in place.
- Effort vs. no effort
Omnichannel support systems serve to eliminate effort from the customer’s interaction with your business. Their interaction is effortless, efficient, and fruitful. Multichannel support helps you get in touch with the business easily. You have an array of channels to choose from and you’re free to choose the one that you see fit. However, it doesn’t connect all your interactions with the organization if you’ve used more than one channel. For example, if you’ve used email to contact the company the first time, and you’re now using social media, you’ll have to state your business all over again because your interactions are recorded separately.
Whereas when you’re using omnichannel support, you won’t need to state your purpose all over again, the customer service team will already have records of your previous interaction with the company and you can pick up right where you left off without any hitches.
Omnichannel support is all about consistent and individualized customer experience. Omnichannel support is more efficient and provides the customer with a great overall experience. Many clients also like the option of being able to choose which channel they can contact you on. In these cases, the multichannel support approach comes in handy. All businesses function differently. Therefore, every business needs to put a lot of thought into the support software they use and evaluate which would be best for their personal needs as a company.
Both omni-channel support and multichannel support aim to serve customers. They both provide a number of channels that the customer can choose from and they’re both very good customer service tools. Their similarities and differences should be carefully looked upon the company before coming to a decision. If customer retention is what your goal is, the omni-channel support software has been proven fruitful in that domain. If reaching a larger number of people is your aim, then the multichannel approach seems like a good idea. Both are excellent strategies. Which one you opt to use depends almost entirely upon the needs and long-term goals of your company.