What is multichannel?

Definition of multichannel:

Whilst largely regarded as a marketing term, multichannel is used by marketing, customer service and customer experience professionals to describe how a brand interacts with potential customers across numerous channels.

These channels can be on or off-line, but the mandate for businesses is to establish which channels their customers are most likely to be using and when, and formulate their interaction strategies around whichever they deem easiest and most engaging to use.

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