MARKETINGGlossary

Omnichannel

Related services

PPC and SEO Marketing
Multi-channel is when you have a store, a website and Instagram. But they work separately. Omnichannel is when a customer saw a jacket on Instagram, put it in the cart on the website from the phone, and in the evening came to your physical offline store, and the salesperson at the checkout already knows that the customer wants to try it on.

Why is this important?

Today, the customer journey is not linear. A person can interact with your brand 5 times: see an ad on TikTok, read reviews on Google, ask a question in the Telegram bot and only then make a purchase. Omnichannel ensures that the context of the conversation is preserved at every stage.

How to build omnichannel?

The heart of omnichannel is **CRM-system** and **ERP**. All customer data from all sources flows into a single card. The seller sees which pages of the site the customer viewed, and the marketer knows which products the customer returned in the offline store.

AI in Omnichannel

01Smart chatbots

The AI agent can continue the dialogue with the client in Viber, remembering what he wrote about yesterday in Instagram Direct.

/ FAQ

Yes! Connecting a single box (Omnichannel Inbox) for all social networks and messengers is the first step available to everyone.

/ Related terms

CRM (Customer Relationship Management)ERP (Enterprise Resource Planning)E-commerceChat bot
Omnichannel
/ Omnichannel

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