What is Omnichannel Support?

Omnichannel support is a customer service strategy that provides a seamless, unified experience across all communication channels. Customers can switch between channels without losing context or repeating information.

Omnichannel vs Multichannel

• Multichannel: Multiple channels available but disconnected
• Omnichannel: All channels connected with shared context

The key difference: in omnichannel, a customer can start on chat, continue via email, and call - all without reexplaining their issue.

Common Support Channels

• Email: Traditional async support
• Live chat: Real-time web messaging
• Voice: Phone and callback
• Social: Twitter, Facebook, Instagram
• Messaging: SMS, WhatsApp, Apple Business Chat
• Self-service: Help center, community forums
• In-app: Support within your product

Key Capabilities

True omnichannel support requires:

• Unified customer view: Complete history across channels
• Context transfer: Details move between channels
• Consistent answers: Same information everywhere
• Channel flexibility: Customer chooses their preference
• Agent visibility: Full interaction history for agents

Benefits of Omnichannel

• Better CSAT: No repetition frustration
• Faster resolution: Agents have full context
• Customer preference: People use preferred channels
• Complete analytics: See journey across channels

Implementation Challenges

• Data unification: Connecting siloed systems
• Identity resolution: Recognizing same customer across channels
• Consistent quality: Same experience everywhere
• Agent training: Supporting all channels effectively

Maven AGI Difference: Our platform provides true omnichannel AI. Whether customer contacts via chat, email, voice, or self-service, Maven maintains full context. Conversations can move between channels seamlessly, with 90%+ resolution across all of them.

Book a demo to see omnichannel AI support.