What does the term "omnichannel support" refer to in Salesforce AgentBlazer?

The term "omnichannel support" in Salesforce AgentBlazer refers to providing customer service across multiple communication channels seamlessly. This approach ensures that customers can engage with a support team through various platforms, such as email, phone, chat, social media, and more, without losing continuity in their interactions.

This means that regardless of the channel a customer chooses to reach out through, their experience remains unified and consistent. For instance, if a customer starts a conversation in a chat and then follows up via email, the support team can access the entire interaction history, making the transition smooth. This enhances customer satisfaction, as customers feel heard and valued, while allowing agents to provide more informed and efficient assistance. By integrating different channels into one cohesive experience, businesses can better meet the diverse preferences of their customers.