How Do Omnichannel & Multichannel Strategies Differ?

Welcome to Episode 4 of Botsplash.TV. I’m Willem Osuch, Business Development Manager at Botsplash and you’ve probably heard the words multichannel and omnichannel before, but do you know how they differ in terms of business communication?

Multichannel communication refers to business building their presence on the channels that consumers are more likely to interact with. So think channels like voice, email, chat, and print. However with multichannel communication, these channels aren’t integrated and customer engagement is often isolated from one another.

Omnichannel communication aims to do the opposite; communication channels are integrated to deliver a consistent customer experience. Omnichannel communication and engagement increases customer involvement and can thereby lead to greater conversion rates of closed deals.

The Botsplash digital messaging platform is a tool seen in B2C enterprises that embraces omnichannel communication. With Botsplash, mortgage lenders for example have been able to harness the power of omnichannel to not only initially engage with their leads, but to then consistently interact with them in order to provide the mortgage they’re looking for.

This has been another episode of Botsplash.TV. I’m Willem Osuch, thank you for tuning in.