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Creating a cohesive omnichannel customer support experience


The Team at CallMiner

July 09, 2024

Omnichannel Customer Support
Omnichannel Customer Support

Technology has made it increasingly possible for businesses to offer numerous contact methods to customers, from social media to chatbots and online ticketing. Omnichannel customer support creates a bridge between each customer support channel to provide a unified, cohesive customer experience.  

Navigating the Modern Omnichannel Contact Center
Navigating the Modern Omnichannel Contact Center
Learn how to use channel-specific insights to improve efficiency, enhance CX, and make data-driven business decisions
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In this guide, we’ll explore the benefits of providing omnichannel customer support and how to create a seamless experience for your customers, including: 

  • The benefits of omnichannel customer support 
  • How to create a cohesive omnichannel customer support experience 
  • Meet customers across their journey with omnichannel customer support tools 
  • Frequently asked questions 

The benefits of omnichannel customer support 

Omnichannel customer support offers benefits to customers and businesses. 

For customers: 

Omnichannel customer support creates personalized, seamless support experiences for customers. When a customer contacts a company through one channel and later needs support via another channel, that customer’s data remains in the system, so the company can provide uninterrupted support. Companies also use the feedback gathered from all channels to improve experiences for all customers.   

For businesses: 

When customers are happy, businesses benefit. Omnichannel customer support gives companies insight into how customers really feel based on feedback from phone conversations, emails, social media, and other channels. This allows businesses to change their processes, services, or products to best meet their customers’ needs, potentially improving customer satisfaction, customer loyalty, and revenue. 

How to create a cohesive omnichannel customer support experience

The following tips can help you develop an effective omnichannel customer support experience or improve your current processes.  

Close gaps with the right software 


An omnichannel customer support experience relies on gathering data from multiple customer touchpoints and pulling that data into a unified system. Look at omnichannel software solutions like CallMiner that bring together customer information and feedback from all the customer contact channels you use into one place that’s accessible from all teams. The result: a gapless transition from one customer support channel to another.  

Map your customer journey 

Mapping the customer journey involves learning how your customers move from one touchpoint of your business to another and where they might be dropping off before buying. Understanding your customers’ journey provides insight into where they might need more help, giving you opportunities to meet those needs.  

For example, if you notice that most prospective buyers are dropping off your website because they’re required to create an account before buying your product, you might remove that requirement to increase satisfaction and sales. 

Prioritize data security 

Omnichannel customer support requires a lot of data from customers, and it’s a business’s job to protect that data. Customer privacy should always come first, so be sure to have protections in place for times when sensitive data from customers might be shared. For example, AI-powered redaction technology can camouflage sensitive data included in audio and text conversations.  

Train employees 

Omnichannel software and processes can only be successful when people know how to use them correctly. For this reason, training is crucial in supporting an omnichannel system.  

Customer experience should be the number one priority. Make sure your team has the best resources, continued training, and support available to carry out the company’s vision.  

Meet customers across their journey with omnichannel customer support tools 

The right omnichannel customer support software can assist businesses with gathering and securing the necessary data to better understand and cater to their customers. The CallMiner platform uses conversation analytics technology to learn how customers think and feel at every step of their journey and at each customer touchpoint and sends that data to businesses to inform their strategies. 

Request a demo to see how CallMiner can help your business.  

Frequently asked questions 

How does omnichannel support improve the customer experience? 

Omnichannel customer support improves consistency across all channels a customer interacts with. Say, for example, that a customer interacted with a company via Facebook Messenger. Two days later, the customer calls the company for further information. Omnichannel support ensures that the customer’s previous interaction was recorded, even though it was on a different channel, so the support team can pick up where the conversation left off.  

How does omnichannel support ensure a unified customer experience? 

Omnichannel support ties together each channel a customer might use to seek support, such as an online knowledge base, a phone call, and a ticketing system. This makes it easier for businesses to access customer data from all channels to ensure they provide personalized customer service throughout the customer journey.  

What’s the difference between multichannel and omnichannel customer experience? 

The difference between multichannel and omnichannel customer experience lies in the integration and consistency of customer interactions across various channels. In a multichannel approach, businesses provide multiple communication channels (such as email, social media, phone, and in-store) but often manage them independently, which can result in a fragmented and inconsistent customer experience.  

Omnichannel CX seamlessly integrates all channels, allowing for a unified and cohesive journey where customers can switch between channels without losing context. This ensures that interactions are connected and personalized, providing a more satisfying and efficient experience for the customer. 

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