Omnichannel
A unified customer experience across all communication channels.
Definition
Omnichannel is a customer communication strategy that provides a seamless, consistent experience across all channels — WhatsApp, email, phone, social media, chat — with full context preserved as customers switch between them.
In Depth
Omnichannel differs from multichannel (which offers multiple channels in silos). In an omnichannel setup, an agent can see a customer's WhatsApp message, previous email thread, and phone call notes in a single view. This eliminates the need for customers to repeat information.
Lodgestory is an omnichannel platform that unifies WhatsApp, Instagram, Facebook Messenger, Email, SMS, Push, Voice, and Web chat into a single inbox with shared conversation history.
See it in action
Learn how Lodgestory implements this concept in the Unified Inbox feature.
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