Applying an omnichannel strategy In telecommunications

Using more than one channel is nothing new. Twentieth century retailers such as Sears were successfully delivering their goods via both mail order catalogs and physical stores. Online ordering let retailers switch to a multichannel strategy, while social media platforms have become full self-service channels. 

Multichannel or Omnichannel? 

Multichannel focuses on launching additional channels to serve customers, very often with different departments using different technologies to execute different strategies for each channel. Omnichannel is about seamless customer experience, regardless of the channel. Customers can choose the most convenient channel, and switch to any other channel within a single transaction without repeating actions.

Download the whitepaper from Comarch and you will learn: 

• what is an omnichannel strategy
• key features of a true omnichannel solution
• ways to implement an omnichannel strategy