OMNICHANNEL vs MULTICHANNEL: Key Differences!

Let’s begin with some definitions.
First of all, a channel is the medium through which you communicate with your company. In terms of marketing this could be a website, a billboard, social media platforms, in store or even a product’s packaging. In terms of customer contact, this could be email, phone calls, web chat or video call.
A multichannel approach is when a company uses multiple channels to spread a message about their brand. The channels are separate and don’t interact with each other.
An omnichannel approach is different. An omnichannel approach is about integrating channels to create a seamless customer experience. Every channel will relate with each other, so a customer can switch across channels and receive the same brand experience.
Multichannel focuses on customer engagement, whereas omnichannel focuses on customer experience.
The idea behind multichannel is to cast the net as widely as possible to maximise the number of people who come into contact with your brand. One of the key metrics of a multichannel approach is customer engagement. For example, on a social media channel, the main focus will be to grow the following or to increase likes, comments and shares.
On the other hand, omnichannel is about creating a consistent customer experience. The end goal isn’t about increasing the eyeballs on your brand, it’s about making sure that the people already engaging with your brand get an improved experience regardless of what channel they use.
Omnichannel is customer based, while multichannel is channel based
If we take retail as an example, an omnichannel approach is designed to make the shopping experience as easy for the customer as possible. The customer is put at the centre of the strategy, and everything works outwards from there. Omnichannel shopping experiences remove the friction from moving across touchpoints, making it easier for the customer to complete their online journey.
Multichannel is about increasing the number of channels available to customers, so that they have more choice in how they choose to contact you.
Now let’s look at the difference in terms of customer contact channels.
In an omnichannel customer service strategy, customers would be able to choose whichever type of contact channel that was available to them and know that they quality of the support they would receive would be the same.
Notice that I said quality of the support, not the support itself.
Customer contact channels are varied because customers need different types of support at different times, so some contact channels might be more appropriate for their query.
A multichannel strategy here would, again, simply refer to the number of channels available to them. However, with an omnichannel strategy. The customer could begin their query through one channel, and as required can switch the conversation across to another without the need to start all over again with a new again or have to repeat themselves.
For example, if a customer starts a web chat conversation on their phone, they can escalate the chat to a voice or video conversation at the click of a button.
For more information about Talkative, head over to gettalkative.com

[@geoffvids1965]

Very impressed at how much information was packed into such a short time frame. The video was clear and very easy to follow. Thank you!! Talkative has a new subscriber!

[@talkative4782]

Thank you so much for the feedback and support Geoffrey!

[@RegulusVi]

Finally, a short and clear explanation, that I understood more then in my Marketing class. Thank you.

[@anuragdog]

Very clear, crisp and informative! Would recommend it to everyone wanting to learn the difference between the two.

[@rajeshpremani4475]

Clearly elucidated and explained. Bravo. Great communication.

[@munenemashaba5763]

I am thankful I found this video, I've been trying to understand what is an onmi channel experience is for while now.

[@sanjaygyanwali2825]

Contents is very good. However I had to watch it twice because 1st time I kept on looking only at the presentator. She is so beautiful ❤️

[@thushansylva]

Nice one

[@fernandosotelo9655]

Great video. Straight to the point with well-selected keywords/phrases and definitions and in ONLY 5 min Congrats. I have been part of conventions where they go back and forth to explain these two channels, decide what comes first and which one is more suitable to a specific size of company, soloprenuers, startups, SMB's, Enterprise. It all depends on business goals and focus, resources, and founders' ideals for the company.

[@dehanjayasinghe1860]

Wow! better than my school commerce teacher!

[@SVYP22]

Thanks for sharing

[@sanju_rodriguez6028]

Great video 👍🏻

[@anuragsingh-xz1lp]

Beautiful explanation of the concepts. Explained in 5 mts time with wonderful examples.

[@absofsteele]

Newbie here, need a bit of guidance . So what is the best Omni-channel System which has a strong quality customer service 24/7 support? Thanks in advance ⭐

[@CS-bl2sz]

Summary: Multi-Channel focus on customer engagement but omnichannel focus on customers experiences, the first one's aim is to contact as much as customers and increase their likes comments, and shares. The latter one's aim is about creating a consistent customers experience.

[@Smartydeepuu]

You described in very simple way...😊😊

[@phyuzar5979]

Thank you very much, and keep up the great explanations!

[@kodjokpakossou2235]

very good explanation, I'm impressed!

[@TemanLiterasimu]

great explanation, and impressive way of speaking. Very nice. Thanks

[@manish99213]

cant hear or understand a dam thing she's talking about but still give a like... lol

[@HasnaFashionHouse]

very nice

[@logistician1376]

Great breakdown! Thanks for posting.

[@unihomeservices]

Nicely done. very helpful

[@shravangattu5783]

Thank you 🙏

[@timmyhiggins5220]

I'm confused. are we talking about channels to promote or sell the product

[@ratih7159]

this video is very helpful. i have been wandering aimlessly to get a gist of their differences and this one is very clear + easiest to follow. thanks to you now i at least have an idea what to look for further understanding!

[@kshitizmishra2295]

Awesome explanation ...uh made it soo easy 😍

[@daminigupta7262]

Best video ever easy and accurate

[@ClaraMinn]

Very precise explanation. Thank you!!

[@suniguha]

Very nice video. Well explained in simple terms.

[@ZafarKhanatlantisimc]

Thanks for lucid explaination

[@kritsaphongphuthibpaphaisi1509]

Great info, and lovely

[@andrew9455]

This was great. Clearly explained in a concise manner. Great job.

[@ntcuong01ct1]

I want to setup omni channel to track sale order if customer place product from E-commerce website, and pay money this order from point of sale. How?

[@nightthemare4742]

wow! Excellent!

[@richardpester8189]

Very good. Clearly explained and straightforward.

[@Mr.WasiHaider]

Amazing explanation and you are Gorgeous in your skills and approach🤍

[@itguy7336]

Came from futurlearn

[@ocsi22]

Thank You! This was super great and understandable!

[@sabuein]

Thank you.

[@davirami7607]

wow great explanation :)

[@PH1M0]

Would you say this could be used internally within the company?

[@mikevalenz1105]

Good day! Thanks for the brief and enjoyable discussions. I appreciate it the most.

[@mputhumi]

This was very clear and straight to the point

[@karunakarh]

Very clear explanation! Thank you for posting this video.

[@jamesrael9557]

Kept waiting for DTS-HD Master Audio multichannel...

[@UOMODAFFARI]

Thank You! It was very clear!

[@nileshsinghchouhan9405]

Good

[@RH19AFC]

Thank you! Concise and informative

[@despertar777]

Thx for the video!

[@ale13442]

Great Video! I have a question which I hope somebody here can answer for me. I am working on an assignment for uni about a packaging company ( B2B) that seeks to enter a new market i.e. Singapore. Given the type of product ( packaging materials ) and the fact that it operates on a B2B level, which would be the most favorable option , omnichannel or multichannel ?

[@talkative4782]

Thanks for your comment, we're pleased you enjoyed the video! Omnichannel is very beneficial to both B2C and B2B companies. For B2B companies, it helps to ensure consistent messaging across all channels and a good customer experience from the get-go, plus it is key to retaining customers. In nearly all circumstances, including the one you've explained, we would recommend an omnichannel approach. Hope that helps!

[@TourmalineFilms]

Great video. Well explained!

[@AtulSharmaSeo]

Thanks for explaining it in so well. I got it all. :) Cheers!

[@sjosko]

I liked the video, but I disagree on the experience of omnichannel in case of switching channels. That's a drag. I mean, in theory it's good for customer to have the option, but my recent experience with a major telecom was painful. They were switching me from email to call and then to WhatsApp, without following the prior communication. Horrible. And also an AI chatbot. So, I doubt the omnichannel will live long in this format.

[@sjosko]

@John Joseph Teoria sine praxis... I haven't seen a good implementation yet. And I believe there won't be any before someone creates omnichannel for receiver: a place where all my omnichannel communication can merge and be sorted per topic, service etc

[@Mwelch004]

Would it be accurate to say that in an Omni-channel approach, you maintain a customer profile on each lead and track all of their interactions in one place?

[@talkative4782]

That would certainly make it easier for a company with an omnichannel strategy to manage their interactions! The Talkative solution would definitely help with this, particularly in a Mitel contact centre or Salesforce CRM system

[@kumararyaman3397]

best and cute

[@pranaykumar306]

I'm sure you will bring in lot of traffic to your channel :-) simplelanguage#goodlooks#confident#happy viewers :-)

[@ken4722]

This is so confusing

[@kirand3664]

Good day... Very nice differentiate.. Thanks . Will u marry me..?

[@petercole2592]

wow. omnichannel this multi channel that. very confusing back and forth. I'm studying IBS ive seen much better videos than this. I just wanted to know more about omnichannel. I ;clicked on the wrong video for sure

[@mohammedhamad7010]

the only thing I see is your beauty> love you