A channel is a medium through which a customer interacts with a Business.
It can be either
- Single Channel
- Multi Channel
OR
- Omnichannel
Single Channel can be either Brick or Mortar Store or it can be an online store or it can be through social media viz., Instagram or Facebook etc.
A multichannel approach uses multiple channels to spread its message to the customer. Here channels are separate and channels don’t interact with each other. In multichannel approach touch points are not sharing data with each other.
In omnichannel approach various channels integrates with each other to create seamless experience. In omnichannel approach customers can switch easily between channels.
Actually multichannel evolves itself to become omnichannel.