Multichannel or Omnichannel?
Today’s customers use the channel that best suits them at any given time. For example, you can start off a case through a phone call, follow it up using chat and then ask follow-up questions by e-mail or through a physical visit to a store.
Multichannel means customer service in multiple separate channels. For example, phone, chat, e-mail, social media or in offices/stores.
Omnichannel means placing the customer at the centre with the aim of delivering a consistent, seamless experience regardless of what channel the customer chooses to use.
Läs mer Multichannel or Omnichannel?
At H1, we endeavour to deliver an optimal solution for our clients and customers regardless of whether they require an Omnichannel solution or communication in a single channel.
We make sure that each step in a customer case is well documented from start to finish, regardless of the channel. That means that our agents and your personnel have complete information available on previous interactions and interaction with the customer.
That is what we call real customer service.