What is Omnichannel?

Omnichannel is an integrated approach to customer experience that unifies user interactions across multiple platforms and touchpoints. Unlike multichannel strategies (which simply use several separate channels), true omnichannel creates a seamless, consistent experience regardless of where and how customers engage with your brand.

Omnichannel in Social Media Strategy

In social media, omnichannel means coordinating your social presence with other digital and physical touchpoints to create fluid customer journeys. This approach recognizes that customers don't think in terms of "channels", they expect consistent experiences whether they're on Instagram, your website, your mobile app, or in your physical store.

On social media, omnichannel means ensuring that:

• Your messaging, branding, and tone are consistent across platforms.
• A customer can switch from Instagram to email to live chat without losing context.
• Ads, posts, and content are part of a broader, connected strategy.

Example: A customer sees your TikTok video, clicks to your Instagram, receives a targeted email, then purchases from your website, all part of one journey.