What is Omnichannel Customer Service?
(And Why Liberty Converse is Built for it)
13th October 2025
In a world where customers expect instant, seamless support – whether they’re messaging on WhatsApp, emailing or calling – omnichannel customer service is no longer a nice-to-have. It’s essential.
What is omnichannel customer experience?
Omnichannel customer experience means giving people a smooth, joined-up journey – no matter how they choose to get in touch. Whether it’s over the phone, by email, through live chat, on social media or even by text, they get the same consistent support. And everything feels connected – like one conversation, not lots of separate ones.
How does omnichannel customer service differ from other types of customer service?
Unlike multichannel service, where each channel operates in isolation, omnichannel service ensures that customer interactions are linked and contextual. A customer can start a conversation on live chat, continue it via email and finish it over the phone – without repeating themselves or losing the thread.
“Omnichannel isn’t just about being everywhere. It’s about making every interaction count – for your customers and your team.”
Nicky Hjerpe
Head of Product Marketing and Campaigns, Netcall
What are the benefits of omnichannel customer service?
Omnichannel isn’t just about being everywhere. It’s about making every interaction count – for your customers and your team.
Here are five things you’ll gain:
1. Better customer experiences
When people don’t have to repeat themselves or switch channels to get help, they feel heard. That builds trust – and loyalty.
2. More efficient teams
Agents get full visibility of the customer journey, so they can resolve issues faster and avoid duplication. That means less time wasted and more time helping.
3. Smarter use of data
With everything connected, you can spot patterns, track performance and make informed decisions. It’s easier to see what’s working – and what’s not.
4. Scalability without the stress
As your service grows, omnichannel makes it easier to add new channels, support hybrid teams and keep everything running smoothly.
5. Competitive edge
Customers expect joined-up service. If you’re not offering it, someone else will. Omnichannel helps you stay ahead.
How to implement omnichannel customer service
Getting started doesn’t have to be overwhelming. Here’s a practical approach:
1. Map your customer journey
Start by understanding how your customers interact with you today. Which channels do they use? Where do they drop off? This helps you prioritise which channels to integrate first.
2. Choose the right platform
You’ll need a solution that connects all your channels and gives agents a single view of the customer. Liberty Converse does exactly that – bringing voice, email, chat, WhatsApp, SMS, social media and video into one workspace.
3. Integrate your systems
Connect your customer service platform with your CRM and back-office systems. This ensures agents have access to customer history, preferences and previous interactions – no matter the channel.
5. Use AI to scale smartly
Automate routine queries with chatbots, use intelligent routing to get customers to the right agent faster and lean on AI-generated summaries to reduce admin time.
6. Monitor and optimise
Track performance across channels. Look at resolution times, satisfaction scores and channel usage. Use this data to refine your approach and improve the experience.
Liberty Converse: Designed for omnichannel excellence
If you’re exploring omnichannel customer service platforms, Liberty Converse from Netcall is purpose-built to deliver on this promise.
Here’s how it stands out:
1. True channel integration
Liberty Converse unifies voice, email, SMS, chat, WhatsApp, social media and video into a single platform. Customers can switch channels mid-conversation and agents retain full context across every interaction.
2. AI-powered support
From chatbots that handle queries 24/7 to intelligent routing and real-time chat translation, Liberty Converse uses AI to enhance both customer and agent experiences. It even generates post-interaction summaries to speed up wrap-up and reporting.
3. Customisable agent workspaces
Agents can manage multiple chats, calls and emails simultaneously, with all relevant customer data at their fingertips. This reduces wait times and boosts productivity.
4. Flexible deployment and integration
Whether you’re starting fresh or migrating from legacy systems, Liberty Converse offers fast deployment and seamless integration with CRM and back-office systems. It’s built for hybrid teams and scalable for future growth.
5. Built for high-value, regulated environments
Liberty Converse is trusted by organisations with complex customer service needs – from local councils to enterprise helpdesks. It’s secure, resilient and backed by a 99.95% SLA.
See the benefits of omnichannel
If you’re researching omnichannel customer service, you’re likely looking for a solution that’s intuitive, scalable and future-ready. Liberty Converse delivers all that and more.
It’s not just about connecting channels. It’s about connecting people, data and experiences in a way that feels effortless. Whether you’re aiming to improve satisfaction scores, reduce handling times or support a hybrid workforce, Liberty Converse is a smart place to start.
Discover how your organisation can master the art of omnichannel engagement with a quick demo of the Liberty Converse platform.
About the author
Nicky Hjerpe
Head of Product Marketing and Campaigns
With over 25 years of experience in B2B marketing, Nicky has built a career around connecting people with technology in a way that’s meaningful and practical. The last decade and a half of her journey has focused on customer-facing software and service technologies – helping organisations improve how they engage with and support the people they serve. At Netcall, Nicky heads up Product Marketing and Campaigns, where she brings together product insight, market understanding and customer perspective to shape messaging and go-to-market strategies. She works closely with cross-functional teams to ensure that what Netcall delivers is both valuable and clearly understood.