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How to Create Your Own Omnichannel Customer Support Strategy

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Did you know that 97% of consumers say customer service interactions directly impact their loyalty to a brand? That statistic says it all—delivering exceptional support isn’t just important, it’s what keeps customers coming back.

However, customers today don’t stick to one channel. They’ll email you, message on social media, or jump into a live chat, expecting the same experience every time. If those interactions feel disconnected or repetitive, frustration builds, and loyalty fades.

Omnichannel customer support solves this by connecting all your channels into one seamless system, which makes sure every interaction feels consistent and effortless. But how do you create an omnichannel strategy, much less implement one?

In this guide, we’ll show you exactly how to create an omnichannel system that keeps your customers happy, your team efficient, and your brand ahead of the competition.

What Does Omnichannel Customer Support Mean?

At its core, omnichannel customer support means offering a consistent, seamless experience for your customers, no matter how they choose to reach you.

Whether it’s through social media, live chat, email, or even a phone call, omnichannel support helps make sure all these touchpoints are connected. So, when a customer jumps between platforms, they don’t have to start from scratch each time. 

Instead, your team can see the entire conversation history across channels, making things faster and easier for everyone.

Now, here’s the kicker: the average consumer now uses six touchpoints before making a purchase, up from just two in the past. That means today’s customers aren’t just sticking to one channel—they’re hopping between email, chat, social media, and more.

If you’re not keeping up with that, they’ll likely get frustrated having to repeat themselves on each new channel. Omnichannel support ties it all together so your customers feel like they’re talking to the same person, no matter how or where they reach out.

Omnichannel vs. Multichannel Customer Support

When it comes to customer support, you’ve probably heard the terms “omnichannel” and “multichannel” tossed around. They may sound similar, but there’s a key difference between the two that can impact how your customers experience your service.

Multichannel customer support means offering multiple channels for customers to reach out—whether it’s through email, social media, phone, or chat. However, the key here is that these channels often operate separately.

So, if a customer contacts you via email and then follows up on social media, they might have to repeat their issue all over again since the channels aren’t connected.

On the other hand, omnichannel customer support takes it up a notch by unifying those channels. With an omnichannel system, all conversations are linked together, so if a customer starts a conversation on Instagram and continues it on live chat, your team can easily access the full history.

This ensures that the customer doesn’t need to repeat themselves, and the support experience feels more cohesive and smooth.

Key Features in an Omnichannel Support System

When building an omnichannel support system, there are key features that help create a smooth, unified experience:

Unified inbox

One of the most important features is a centralized inbox where all customer interactions from different channels come together in one place. This reduces the risk of missed inquiries and makes it easier for support teams to stay organized.

Conversation history

In an omnichannel setup, the entire history of a customer’s interactions is visible, regardless of the platform they’ve used. So, if a customer starts a conversation on Facebook, then switches to chat, your support team can see the previous messages without needing the customer to repeat themselves.

Automation and AI

Automated tools can handle routine queries and guide customers to solutions quickly. While these tools can’t replace human support agents, they make sure your team can focus on more complex issues while customers still get fast responses to basic questions.

Self-service options

Offering customers the ability to solve problems on their own through FAQs, help centers, or knowledge bases is an essential feature. With self-service, customers can quickly find answers, even outside business hours, without having to wait for a response.

Real-time tracking and analytics

Real-time tracking lets your support team see the status of ongoing conversations across all channels. It also helps analyze customer behavior, providing insights into where they’re coming from, what their issues are, and how your team is performing.

Integrations with other tools

To make your omnichannel system truly effective, you’ll need it to integrate smoothly with other business tools—like your CRM or marketing platforms. This way, you can access customer data, track interactions, and offer personalized support based on customer history.

Why Does Your Business Need an Omnichannel Customer Service Strategy?

Today’s customers want it all—fast, convenient, and consistent service. Whether they’re reaching out on social media, email, or live chat, they want the same experience every time they switch channels.

Here’s how an omnichannel customer support strategy can help you give your customers what they’re looking for:

Improved Customer Satisfaction

Customers don’t like having to repeat themselves every time they switch channels. Imagine reaching out on social media, then jumping over to live chat, only to explain the same issue all over again. It’s frustrating!

Omnichannel support solves this by keeping all communication in one place so your team can easily track the conversation across platforms. This omnichannel customer experience makes customers feel heard and valued, as they don’t have to start from scratch each time.

The result? Happier customers are more likely to stick with your brand because they know they’ll always get the support they need, no matter how they reach out.

Quicker Response Times

Research reveals that the average consumer spends 18 minutes every time they engage with customer service, and that’s a lot of time when you think about it. This high level of effort can hurt customer satisfaction and loyalty.

With omnichannel support, everything is in one place, so your team can respond faster. By centralizing all communication, there’s no need to switch between platforms, which helps eliminate delays.

Stronger Loyalty

Loyalty doesn’t just happen—it’s earned through consistent, dependable service. When customers can switch between social media, email, or live chat and still get the same smooth, reliable experience, they notice.

Omnichannel support makes this possible by keeping things seamless across all channels. It shows customers they can trust your brand to deliver, no matter how they reach out. 

Over time, this trust turns into loyalty, as customers stick around and even tell others about their great experience.

Better Insights into Your Customers

Omnichannel systems give you detailed data on how your customers interact with your brand. Tracking behavior across all channels helps you spot trends and identify areas for improvement, which ultimately leads to a better overall experience. You’ll gain insights like:

  • The most common issues customers face
  • Which communication channels they prefer
  • When customer inquiries peak during the day
  • How long it takes to respond and resolve issues
  • Customer satisfaction ratings

With this information, you can tweak your strategy, fix recurring problems, and offer a more personalized and efficient experience that keeps your customers happy.

More Efficient Support Teams

A unified inbox makes life so much easier for your support team. Instead of wasting time switching between platforms to track down messages, everything is pulled into one place.

This lets your team focus on solving customer problems without the hassle of jumping between social media, email, and live chat to piece things together.

A Step-by-Step Guide to Implementing an Omnichannel Customer Support Strategy

Creating an omnichannel customer support strategy might sound overwhelming, but breaking it down into manageable steps makes it much easier. Here’s how to start:

1. Assess Your Current Customer Support System

Take a close look at how your support system operates today. This step is a must because it shows you what needs fixing and what’s already on the right track.

Start by asking these key questions:

  • Are your communication channels (like email, social media, or live chat) connected, or do they operate separately?
  • Do customers have to repeat themselves when switching from one channel to another?
  • How does your team currently manage conversations across platforms? Are they feeling overwhelmed or keeping up?
  • What tools or software are in place, and do they integrate well with each other?
  • Are there recurring customer complaints about your response times or the quality of support?

Once you’ve got these answers, you’ll have a clearer picture of what needs improvement. This groundwork helps make sure your strategy addresses actual pain points and sets the stage for a smoother, more connected system.

2. Dig Into Data to Understand Your Customers Better

Data is your go-to tool for understanding what your customers need and how to serve them better. By analyzing key information, you can spot trends, fix problems, and improve the overall customer experience.

Here’s the type of data you’ll want to focus on:

  • Most common customer issues: What problems or questions keep popping up? Recognizing recurring issues helps you tackle them head-on and even prevent them in the future.
  • Preferred communication channels: Are your customers reaching out more on email, social media, live chat, or something else? Knowing their go-to channels lets you prioritize where to focus your efforts.
  • Peak contact times: When do your customers contact you the most? Understanding these busy times helps you plan your staffing to avoid delays.
  • Resolution times: How long does it take to solve issues on each customer service platform? If one channel is slower, you’ll know it needs attention to speed things up.
  • Customer satisfaction ratings: What’s the feedback from surveys or review scores? High ratings show what’s working, while low ones highlight what needs improvement.

3. Create a Customer Journey Map

Mapping out your customer journey gives you a clear picture of how people interact with your business at every stage. It helps you pinpoint the channels they’re using so you can make sure your omnichannel support covers all their needs.

Let’s walk through each stage of the journey and the common channels customers typically rely on.

Awareness Stage

In the awareness stage, customers are just learning about your brand. They’re forming their first impressions, so being visible and engaging is key.

At this point, they typically find you through social media, online ads, blog posts, or search engines. Having a strong presence on these platforms helps capture their attention and introduce your offerings effectively.

Consideration Stage

Once customers know about your brand, they move into the consideration stage, where they compare options and gather more information. They often visit your website, explore live chat for quick answers, or reach out through email.

Reviews and social media also play a big role as they look for insights and reassurance. Providing clear, accessible information here can make all the difference.

Decision Stage

In the decision stage, customers are ready to purchase but may still have questions or concerns. This is where timely and helpful support is critical.

Customers typically use live chat, email, phone support, or your website to get the answers they need. Making sure your team is responsive and knowledgeable helps close the deal smoothly.

Post-Purchase Stage

After making a purchase, customers might need help with onboarding, troubleshooting, or general questions.

In this post-purchase stage, they often turn to email, phone support, live chat, or self-service options like FAQs and knowledge bases. That said, providing support that’s quick and convenient keeps them happy and builds trust in your brand.

Loyalty Stage

The loyalty stage is all about keeping your customers engaged and encouraging them to return. Happy customers might leave reviews, recommend your brand, or participate in loyalty programs.

Social media, email newsletters, and surveys are key channels for maintaining the relationship and showing appreciation. Remember: Consistent engagement here turns one-time buyers into long-term advocates.

4. Plan Out Your Omnichannel Strategy

Now that you understand the customer journey and the channels they rely on at each stage, it’s time to put everything together. Planning an omnichannel strategy doesn’t have to be overwhelming. Here’s what you need to do:

Define Your Goals

What are you hoping to achieve with your omnichannel strategy? Maybe it’s faster response times, happier customers, or better customer retention. Having clear goals helps you focus your efforts and gives you something to measure success against.

Understand Your Audience

You can’t build a great customer experience without knowing your customers. Think about customer preferences: What platforms do they use most? Do they prefer live chat over email? Use surveys, feedback, or analytics to learn:

  • Which channels they rely on the most
  • The times they typically reach out
  • Common pain points in their interactions

The more you understand your audience, the easier it will be to design a strategy that truly meets their needs.

Evaluate Your Current System

Take a step back and look at how your customer support works right now. Are your channels working together, or are they completely siloed? Is your team struggling to manage conversations across platforms?

This evaluation helps you spot gaps and figure out where you need improvements, whether it’s better tools, more staff, or smarter processes.

Prioritize the Right Channels

You don’t need to be everywhere—just where your customers are. If most of your audience prefers live chat or social media, focus on those. Prioritizing the right channels ensures you’re spending your resources in the most impactful way.

Choose the Right Tools

The right tools are what make an omnichannel strategy work. Look for software that brings all communication into one system and offers features like:

  • A unified inbox to manage inquiries from different platforms
  • Conversation history to track interactions seamlessly
  • Analytics to monitor performance and identify areas to improve

These tools help streamline your support process and keep things consistent across channels.

Train Your Team

Even the best tools won’t work without a team that knows how to use them. Train your team to manage conversations across multiple communication channels while keeping the tone and experience consistent.

A knowledgeable, confident support team makes all the difference in delivering a smooth customer experience.

Monitor and Adjust

Your strategy isn’t set-it-and-forget-it. Keep an eye on how it’s performing by tracking response times, customer satisfaction, and how often each channel gets used. Use that data to make adjustments and improvements as needed. Customer expectations change, and your strategy should evolve to keep up.

Now, let’s move on to some of the best omnichannel customer service tools to implement.

5. Centralize Conversations into a Unified Inbox

Keeping track of customer inquiries across different platforms can get messy fast. Emails come in one place, live chats in another, and social media messages somewhere else. A unified inbox solves this by pulling all your customer interactions into a single, centralized view.

With everything in one place, your team can respond more quickly and efficiently. Instead of toggling between tools or searching for past conversations, they have all the information they need at their fingertips. 

If a customer reaches out on social media and follows up via email, the full conversation history is right there—clear and complete.

For example, DGTLsuite’s Engage tool lets you manage conversations from platforms like Facebook, X (Twitter), Instagram, email, live chat, and even SMS—all from a single dashboard. Plus, it allows you to:

  • See the entire conversation history
  • Tag and tier data
  • Assign tasks to team members
  • Collaborate

This approach doesn’t just make life easier for your team—it also provides a better experience for customers. They’ll appreciate not having to repeat their issue or wait longer because your team is tracking down previous messages.

6. Bring in Automated Tools

Automation revolves around making your customer support smarter and more efficient. When used well, automated tools can help you deliver faster, more consistent service while freeing up your team for more complex tasks. 

Let’s look at how automation can fit into your omnichannel strategy.

Use Chatbots for Routine Questions

Customers don’t want to wait for simple answers, and your team shouldn’t be bogged down by them either.

Chatbots are great for handling common queries like “What’s your return policy?” or “When will my package arrive?” They provide instant responses and work around the clock, so customers always get help when they need it.

Automate Task Assignments

Ever felt overwhelmed trying to keep up with incoming inquiries? Automated tools can step in to assign tasks to the right team members based on urgency or topic. This keeps your workflow smooth and ensures every message gets a response without delays.

Pre-Written Responses for FAQs

No need to type out the same answers over and over. Pre-written responses let your team reply to FAQs quickly while keeping the tone friendly and personalized. It’s efficient for your team and still feels personal to your customers.

Automatically Collect and Analyze Data

Automation can also help you gather valuable insights without lifting a finger. Tools can track trends in customer inquiries, measure response times, and even identify common pain points. This data helps you fine-tune your support strategy and improve the overall experience.

7. Offer Self-Service Options

Self-service options empower customers to solve problems quickly and on their own, which saves time for both your team and your customers. Here are some self-service options to consider:

  • Knowledge base: A searchable library with articles, FAQs, and step-by-step guides to address common issues.
  • Video tutorials: Short, easy-to-follow videos that explain product features, fixes, or frequently asked questions.
  • Community forums: Platforms where customers can ask questions, share solutions, and connect with others.
  • Interactive troubleshooting tools: Guided tools that help customers diagnose and fix issues themselves.
  • Chatbots with instant answers: AI-powered bots that provide quick responses to basic queries.
  • Self-service portals: Customer accounts where they can check orders, request returns, or update their details without contacting support.

These let customers quickly find answers or resolve issues on their own, saving them time and frustration. For your customer service agents, this reduces the number of repetitive inquiries, so they can focus on more complex problems that need a personal touch. 

It’s a win-win for everyone!

DGTLsuite Helps You Create a Unified Customer Experience

Managing customer interactions across multiple channels can be overwhelming. Teams often deal with disjointed conversations, missed messages, and inefficient workflows, leaving customers frustrated.

But it doesn’t have to be that way.

DGTLsuite takes the stress out of omnichannel customer support by providing a platform that connects all your communication channels in one place. It helps your team respond faster, collaborate more efficiently, and deliver consistent, high-quality support across the board.

DGTL Suite

With DGTLsuite, you’ll benefit from:

  • A unified inbox: Manage conversations from social media, email, chat, and more in one centralized dashboard.
  • Automation features: Save time with chatbots, pre-written responses, and automated task assignments.
  • Seamless collaboration: Delegate tasks, share insights, and keep everyone on the same page.
  • Advanced analytics: Gain actionable insights into customer behavior, response times, and performance trends.

…and so much more.

Stop letting disconnected systems hold you back. Book a discovery call today and find out how DGLTsuite can help you offer exceptional omnichannel customer service!

FAQs About Omnichannel Customer Support

What is an example of omnichannel customer service?

An example of omnichannel customer service is when a customer starts a conversation on your website chat, follows up via email, and later calls your support team—and the agent has access to the entire conversation history across all channels. This seamless experience ensures the customer doesn’t have to repeat themselves.

What is the meaning of omnichannel services?

Omnichannel services connect multiple communication channels—like email, social media, live chat, and phone—into one unified system. This ensures customers have a smooth and consistent experience, no matter how or where they contact you.

What is the difference between multichannel and omnichannel customer service?

Multichannel customer service offers support across different platforms but treats each channel separately. Omnichannel customer service connects those platforms, creating a seamless experience where customer interactions are unified, regardless of the channel they use.

What is omni-channel customer experience?

Omni-channel customer experience refers to providing customers with a consistent and seamless customer journey across all communication channels. Whether they interact with your brand online, on mobile, or in person, everything feels cohesive and effortless.

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