Glossary
Being present on multiple customer channels, though not necessarily connected to each other.
Multichannel means a brand engages customers across several channels — social media, chat apps, email, phone — giving people choice in how they reach out. The emphasis is on availability across touchpoints.
The limitation of pure multichannel is that channels often run independently: a customer who messaged on Instagram may have to re-explain everything when they switch to WhatsApp. Context doesn't follow them.
Many brands start multichannel and evolve toward omnichannel, where those channels share data and history.
Being multichannel meets customers where they are, but connecting those channels is what removes friction.
Defuser AI manages multiple channels from one place and shares context across them — see the unified inbox.
Being present on multiple customer channels, though not necessarily connected to each other.
Being multichannel meets customers where they are, but connecting those channels is what removes friction.
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