Omnichannel vs. Multichannel Customer Service: What’s the Difference?
IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue front, which is why Forrester reported as recently as May 2019 that companies (retailers especially) are “starting to reap the rewards of omnichannel commerce.” Yet multichannel customer service is a different […]