An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle. The interactions may start and stop on different channels, which increases the complexity of delivering a continued experience when the customer changes communication options.
Customers expect a seamless customer service experience regardless of the device or communication channel they choose. Customers are more likely to choose the brand that has invested in the customer journey over companies that create a frustrating customer service experience. It is crucial for businesses to integrate these omnichannel communications into an integrated, seamless platform.