Multi-Channel Communication

Multichannel communication is one of the biggest trends in customer service industry in the last decade as customer demands grow and buyers are no more willing to use only one communication channel. Multichannel communication often includes phone calls, text messages through social media and live chats, emails, and video conferencing. Multichannel communication isn’t synonymous with omnichannel communication – in multichannel communication, you don’t receive integrated reports for all contact channels but only separate reports for each channel, while omnichannel communication provides such an option.