Multikanalservice

Multikanalservice, or multichannel service, is a customer service approach that provides support through multiple communication channels concurrently. The goal is to meet customers where they are and allow them to switch between channels with minimal friction. Channels commonly include phone, email, live chat, SMS, social media, and self-service portals, often supported by a central ticketing or CRM system that records interactions across channels.

Unlike omnichannel, which emphasizes a seamless, integrated experience across channels, multikanalservice may involve parallel channels with some level of coordination, but channels can function independently. Key features are channel-specific routing, consistent information across channels, and the ability to escalate issues between channels.

Implementation typically involves defining which channels to offer, selecting appropriate technology (CRM, help desk, knowledge base, and analytics), and establishing governance such as response-time targets, escalation procedures, and service-level agreements. A unified knowledge base and agent training are essential to maintain consistency.

Benefits include greater accessibility, improved customer satisfaction, extended service hours, and richer data about customer preferences. Challenges include maintaining consistent service quality across channels, higher operating costs, data silos, and the complexity of coordinating staffing.

Metrics commonly tracked are response time, resolution rate, first-contact resolution, customer satisfaction (CSAT) or NPS, and channel-specific utilization. Multikanalservice is often discussed alongside omnichannel strategies, which aim for a seamless transition across channels while multikanalservice focuses on providing multiple, distinct channels.