--- title: Omnichannel Customer Service description: With the right software, omnichannel customer service is easy to implement – even for very large, complex companies. url: https://www.novomind.com/en/capability/omnichannel-customer-service/ markdown_url: https://www.novomind.com/en/capability/omnichannel-customer-service.md type: page slug: omnichannel-customer-service author: mmeyer published: 2022-04-13T11:59:41Z modified: 2026-02-11T14:33:17Z language: en-US word_count: 1735 tokens: 3255 --- # Omnichannel Customer Service Next-generation customer service Omnichannel customer service creates seamless customer experiences across all communication channels. It is an extension of multichannel customer service and offers companies numerous advantages. Contact us What is omnichannel customer service? Consistent service at all touchpoints In the past, customer service was based on stand-alone solutions. A chat request would arrive before the agent had even had chance to read the email, but the agent would have to re-log in. And then the customer had even called up in the meantime. For a long time, the most common point of contact for customer queries was by far and away the voice channel. Nowadays, things are different: customers expect quick answers, preferably at any time and always consistently across different touchpoints – whether by email, telephone, messenger chat or social media.   Good omnichannel customer service meets customer expectations even with a high volume of enquiries and is therefore of immense importance, especially for medium-sized and large companies, regardless of the industry, both B2C and B2B.   The fact of the matter is: pushing customers into certain channels or constantly revisiting their queries when channels change has a negative impact on the customer experience. Worst-case scenario: they discontinue the process or move over to the competition. What is the difference between omnichannel and multichannel customer service? Being contactable on different channels is already standard for most companies. The challenge is to offer customers several channels at the same time and, in doing so, enable a smooth transition between different touchpoints. If all channels are not correctly integrated here, communication will be full of gaps. Multichannel customer service: a company offers different channels of communication, but these run in parallel to each other and are not interconnected. For example, customers can contact the support team via SMS, email or telephone, but enquiries are not automatically transferred from one channel to the next. Omnichannel customer service: the customer receives consistent responses across every channel. Perfect for a 360° customer journey and ideal for agents, because they can provide individual support without any loss of information. Benefits of omnichannel customer service With the right software, omnichannel customer service is easy to implement – even for very large, complex companies. This has many advantages. Faster solutions It saves time when agents can immediately start dealing with a query and customers don't have to repeat their request, especially if requests have been pre-qualified using AI, by way of a chatbot. Higher brand value Where companies improve every channel of communication and customer experience is thus also improved, this is reflected in the higher appreciation customers have for all brands that take customer queries seriously. Higher customer satisfaction Stepping in to help the customer at the exact point they have got to in the process and providing the best possible service in doing so – this strengthens customer relations and increases their loyalty. Show more Setting yourself apart from the competition In an ever-expanding market, best-in-class customer service is the perfect way to set yourself apart from the competition. Greater employee satisfaction Omnichannel customer service increases efficiency and thus the average handling time. This gives agents more time for training or working on complex issues. Increase in sales Satisfied customers are more like to stay on board. Making sure queries are efficiently processed also reduces the workload in the contact center. Both lead to better profit. For a seamless customer journey Which channels are part of omnichannel customer service? Our philosophy goes one step further: modern omnichannel customer service should – as the name suggests – not only include all possible channels of communication, i.e. customer service, but also digital commerce and even the business conducted at different branches: Many customers swear by the personal experience they receive in a real retail store environment and give this channel its raison d’être. It is crucial to seamlessly integrate retail into the customer journey, whether that be off- or online. The better a company’s e-commerce platform is integrated into the company’s own system, the more efficient the business they conduct at their different branches can become. This, in turn, contributes to the customer experience (CX). Mobile services also play a central role. In addition to the voice channel, which remains a popular choice, these are also messengers available, such as WhatsApp, or SMS and voice messages. This is joined by support via email or social media, such as Facebook Messenger. The software for your omnichannel customer service For keen companies and customers Contact center software for 24/7 availability, 365 days a year Online retailers, banks, insurance companies, energy suppliers, service providers or public institutions, they all face the same challenge: the end customers of today expect a good product as well as personal customer service. What counts here is speed and consistent responses across all channels. novomind iAGENT has been offering customer communication, optimised in terms of process and costs, for over 20 years now and combines all channels of communication in a single software product. Find out more Things can get even better The omnichannel customer experience novomind takes a holistic approach to customer service and experience. The combination of the two omnichannel systems novomind iAGENT and novomind iSHOP as part of the “novomind Connected iProducts” programme is the next step when it comes to individual customer communication in online retail. We call it: the omnichannel customer experience Intelligent dialogue is possible across all channels of communication and this is increasingly developing into efficient advice and purchasing support for online shoppers. Customer service, taken further DEW21 Vertbaudet A&O FRICKE Further case studies DEW21 Get everything you need out of one contact center solution The Dortmund-based energy and water supply company DEW21 uses novomind iAGENT to pool all their channels of communication and even optimise their personal customer service on site. “novomind iAGENT is intuitive to use and has proven to be extremely adaptable. This has allowed us to make the software into a personalised all-in-one solution.” Robert Tigges, Central Complaints Coordinator, DEW21 Request case study now Vertbaudet Automatic Categorization Boosts Customer Service At vertbaudet, the retailer of baby and children’s products, novomind iAGENT ensures that the 20,000 email enquiries they receive from customers each month are answered significantly faster while maintaining the same level of quality. This is made possible by the intelligent, automatic categorization provided by novomind iAGENT. “Thanks to the statistical functions of novomind iAGENT, we are finally able to conduct evaluations and react more quickly to any development.” Kim Weintz, Customer Process and Services / Performance & Quality Manager, vertbaudet Deutschland GmbH Request case study now A&O 24/7 support and more than 150,000 email enquiries per month A&O HOTELS and HOSTELS is currently the largest independent hostel provider in Europe. With novomind iAGENT, continuous 24/7 support is guaranteed for handling more than 150,000 e-mail enquiries per month.   “It’s a win-win situation for everyone. Our service level increases in parallel with the number of guests and their loyalty to A&O.” Oliver Winter, General Manager, A&O Request case study now FRICKE Find the right spare part for your agricultural machinery via WhatsApp The FRICKE Group’s customer service centre optimises availability, thanks to novomind iAGENT Mail and the WhatsApp Business API: 100,000 emails sent in different languages are answered every month, and customers can get in touch via WhatsApp. “Our customers immediately embraced WhatsApp with open arms as a channel which makes communicating with us easy.” Silvan Schenk, Head of the Customer Service Centre, Wilhelm FRICKE SE Request case study now Further case studies Case Studies & Whitepaper Knowledge from theory and practice Here we provide exciting expert knowledge and collect real success stories from our customers. In the case studies, we show practical examples of how companies use our products. Our whitepapers provide the necessary background knowledge on various topics from the world of customer service and digital commerce. Read cases & papers now Available 24/7, 365 days a year Omnichannel contact center software that wows both agents and customers. Find out more The innovative, modular real-time shop system For growth-oriented B2C and B2B companies in omnichannel commerce. Find out more Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Join us jobs@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com We look forward to receiving your email Chat with us Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com novomind News Become part of the novomind community and receive regular updates on all the important news from the world of novomind: blog posts, press releases, events, products, and more.