What do you understand by the term ‘omni-channel service’?
- A situation where customers receive the same level of service regardless of how they make contact?
- Simply an integrated form of multi-channel communications?
- Is it a term that relates to a single customer conversation over voice, web, email or SMS?
- Or to a whole customer journey that takes place over time, spanning several channels and involving a whole series of conversations?
Omni-channel can mean different things to different people.