How Multiple Support Channels Benefit You – and Your Customers

A less integrated channel, when compared to omnichannel the multi-channel retailing system, facilitates the customers to buy the products according to their preference.

Numerous experts have called this channel the most basic one through which you can develop various customer experience strategies.

A business following multi-channel modes can offer its goods and services via different or unconnected channels.


For a customer, it is quite easy to buy a product or to avail a service.


The customers show more consistency as they easily reach to the products.


The multi-channel retailing offers a relevancy in the products and services.

What is Multichannel Retail?

This is the most used and also the traditional way of reaching towards the customers. Through multi-channel retailing, a company adopts numerous different ways to reach its products or and services to its customers.

Customers are offered different channels by a company from where they can purchase goods and services.

There are various traditional ways which are included in the multi-channel retailing. These traditional ways are as follows: selling products through traditional outlets which include catalogs, mail, telephone or brick and motor-stores

Sometimes the multi-channel retailing also includes the non-traditional or conventional process such as electronic and mobile outlets such as emails, chats, apps and social networks.

What is Omni channel Retail?

Omnichannel retailing is one of the newest methods adapted under the retail strategy. Under this method of retailing numerous consumers of a single brand use multiple channels for making a purchasing decision.

The consumers under this methods are more informed about the products and services and are meticulous in making purchasing decision.

Which Strategy Will You Choose?

Some say Omnichannel is the right way for the retailing process while other says multi-channel is the perfect one. Numerous experts have numerous answers. However, the answer to these question is more complicated than that.

Basically one of the major differences between omnichannel and multi-channel is that omnichannel focus on different channels for sales whereas multi-channel is more customer-centric.

A customer experience can be more enhanced with through omnichannel as a customer can expect more flexibility with their choice of brand.

Omni Channel / Multi Channel Services

Customer Experience —
  • Both the channels are serving their respective customers in the most amazing manner. On one hand, multi-channel follows the traditional path on the other, omnichannel striving towards conventionality.
Healthcare —
  • Omnichannel makes healthcare sector more vigilant. The solutions offered through Omnichannel contact solutions are needed by the health industry.
Hospitality —
  • Multichannel is the best way to make contact with customers through various and direct and indirect communication methods. It helps in developing customer experience strategy
Business Communications —
  • Multichannel ways to contact the customers are travel agents, websites, ticketing or reservation facilitators. Omnichannel includes a tailormade tutorial, extended website functionality, less operational cost.
Online Store —
  • Multichannel is a more personalized mode for offering relevant communication to capture the attention of a consumer. Omnichannel is aiming to outreach numerous high-value customer through all touch points.
Market Place —
  • Under the multichannel strategy, products are considered separately from the point of view of the online site and the store. A customer through omnichannel retailing can make the purchase online and pick it up from the different store.
Retail —
  • In omnichannel strategy, one can establish shops in marketplaces such as Amazon, Walmart or eBay for a broader reach. In Multichannel the online and offline presence of a product is single. It has now also included marketplaces such as Rakuten, Amazon, and eBay.