While multichannel focuses on launching additional channels to serve customers, very often with different departments using different technologies to execute different strategies for each channel, omnichannel is about seamless customer experience, regardless of the channel. This means customers can choose the most convenient channel, and switch to any other channel within a single transaction without repeating actions.
Implementing an omnichannel strategy in telecoms must take into account this industry’s complicated order management processes and the strong customer focus required for data analysis that will lead to successful recommendations. yet, regardless of the complications, omnichannel is the only possible approach for a tele-coms company that wishes to stay on top and be ready for the future. Download our white paper and discover how to apply an omnichannel strategy in telco.