What is omnichannel customer support?
Omnichannel customer support means helping customers on every channel they use, such as your website chat, WhatsApp and Instagram, with the same answers everywhere and with all conversations visible to your team in one place.
Also called: omnichannel support, omnichannel customer service, cross-channel support.
By Santhul Joseph, AI EngineerUpdated
Omnichannel vs multichannel
Multichannel means you can be reached in several places. Omnichannel means those places work as one: the same knowledge behind every answer, one inbox for your team and one view of each customer. Someone who asks about delivery times on Instagram gets the same answer they would get in your website chat.
Why it is hard in practice
- Each channel tends to come with its own app, its own login and its own copy of your answers.
- Answers drift apart: a price is updated on the website but not in the WhatsApp replies.
- Some tools charge per channel or keep WhatsApp for a higher plan, so every new channel means a new budget discussion.
- Customers on Instagram and WhatsApp expect a fast reply, also in the evening when nobody is online.
Omnichannel support in SimplyBoost
One AI agent answers on your website, WhatsApp and Instagram from the same knowledge, in the customer's own language. Conversations from all three land in one inbox, and handovers reach your team by email, in the dashboard or in Slack.
Every channel is on every plan, Starter included, from €39 a month, with no extra fee per channel or per seat. You pay for the AI replies the agent writes, not for the number of places you answer.
Questions people ask
Which channels does SimplyBoost support?
Your website chat widget, WhatsApp and Instagram, including Instagram comment-to-DM. All three are included on every plan.
Do I need separate knowledge for each channel?
No. The agent uses the same knowledge on every channel, so you update a document once and every channel answers from the new version.
Does adding a channel cost more in SimplyBoost?
No. There is no fee per channel. Replies on every channel come out of the same monthly allowance of AI replies.