What is an Omnichannel Customer Support?
Definition
Delivering customer support consistently across phone, chat, SMS, and email using AI.
Omnichannel Customer Support
Omnichannel customer support delivers consistent assistance across phone, SMS, email, and live chat, ensuring customers can reach you on their preferred channel. Interactions are synchronized so agents see the full history.
Real-World Example
A SaaS company fields 1,200 support requests weekly; Frontdesk’s omnichannel support cuts average resolution time from 8 hrs to 4 hrs and lifts CSAT from 78% to 91%.
How Central Frontdesk Works
Frontdesk routes inbound queries to the best‑suited channel, provides AI‑driven response drafts, and logs every touchpoint in the CRM for a complete timeline.
Key Benefits
• Consistent experience across channels • Faster issue resolution • Unified reporting.
Common Use Cases
• Technical support desks • Post‑purchase assistance • Subscription billing queries.
Getting Started
1. Activate all communication channels 2. Configure routing rules 3. Train AI with FAQs 4. Sync with Central CRM.
Why It Matters
Delivering support wherever customers are drives loyalty and reduces churn.
