Definition
A support model where voice, chat, email, and social channels are unified into one system so an agent has full context on a customer regardless of which channel they used to reach out.
Cite this definition
"Omnichannel Support", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Omnichannel
Business Importance
Prevents customers from repeating themselves across channels, which is one of the largest drivers of CSAT loss in fragmented support setups.
Industry Examples
A customer who emails a complaint and later opens a live chat sees the agent already has the full email thread in context.
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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