Omnichannel Customer Service: One Inbox for Every Channel
Customers switch channels freely: they DM on Instagram, follow up on WhatsApp and call when it's urgent. Omnichannel service means your team sees all of it as one conversation, so nobody asks the customer to repeat themselves.
In ShortMultichannel means being on many channels. Omnichannel means those channels share one contact record, one history and one set of rules. Start by putting your top three channels into one inbox.
Multichannel vs Omnichannel
| Multichannel | Omnichannel | |
|---|---|---|
| Inbox | One tool per channel | One shared inbox |
| History | Split by channel | One timeline per customer |
| Automation | Rebuilt for each channel | One set of rules across channels |
| Reporting | Separate | Combined |
How to Get There
- List where customers contact you today and the volume on each.
- Connect the top channels to one inbox and merge contacts by phone and email.
- Set routing: who handles what, business hours and escalation.
- Add an AI assistant for common questions with handover to a person.
- Track first reply time and resolution across all channels together.
In Arino One
WhatsApp, SMS, email, RCS, Viber, Messenger, Instagram, Telegram, web chat and calls arrive in one inbox, on a platform you own. See all channels.
FAQ
What is omnichannel customer service?
Service where every channel shares one customer record and history, so conversations continue across channels without repetition.
Is omnichannel only for large companies?
No. Small teams benefit most, because one inbox saves switching between apps.
Which channels should I connect first?
The ones customers already use most — usually WhatsApp, email and your website chat — then add others.
How do I merge customers across channels?
Match on phone number and email, and let agents merge duplicates manually when needed.
Not Sure Which Fits?
Find the right setup for your team, or start your own Arino One Studio.
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