CX Glossary
Multichannel support is a type of customer support that allows the customer to receive assistance through a variety of channels. Companies that offer multichannel support provide their customers with the option to reach out and interact through various channels such as SMS, email, live chat, phone, social media, etc.
Multichannel support should not be confused with omnichannel support, which is a type of support where customers have interconnected channels to reach out to a customer service agent without the need to repeat their message.
