October 27, 2023

Best Practice Tips for Leveraging Omnichannel Customer Service

Author: Georgia-lorene MacEbong

Curated Content from Industry Experts

In the contemporary business landscape, the customer is the focal point around which successful strategies revolve. One of the vital aspects of customer-centric business models is Omnichannel Customer Service, a seamless approach to customer engagement across various channels – phone, email, chat, or social media.

This article highlights some insightful resources from specialists across the Customer Service industry sharing fail-proof tips that have made a difference in their omnichannel strategies. This piece contains content from business consultants at Gartner, the omnichannel content source, Omnichannel X, and knowledge base management experts at Stonly.

What’s Inside:

  • Breaking Down Channel Silos for a Better Customer Experience – an insightful webinar by Gartner (1 hour).
  • Connecting Channel Silos for a Better Customer Experience – a podcast episode by Omnichannel X (38mins)
  • Effectively Managing Ticket Spikes in Customer Service – a webinar by Stonly (30mins)
  • Omnichannel First Steps at Dechra Pharmaceuticals – a podcast episode by Omnichannel X (45mins)

Without further ado, let’s dive in!

Breaking Down Channel Silos for a Better Customer Experience → Watch Here


Channel silos occur when customer service channels operate independently, leading to a disjointed and often frustrating customer experience. The webinar “Break Down Channel Silos for a Better Customer Service Experience,” featuring Kathy Ross and Brady Holbrook, sheds light on how creating seamless service channel journeys can unlock a delightful customer experience.

It emphasizes a collaborative approach involving digital, IVR (Interactive Voice Response), and assisted-service channels to ensure customers enjoy a smooth, low-effort service experience.

Connecting Channel Silos for a Better Customer Experience →  Listen Here


Although not all silos can be broken, they can often be connected for a better customer experience. The podcast episode “You Can’t Break Silos, But You Can Connect Them” from American Express’s Audrey Hamoy and Jael Schultz explores the art of creating seamless communication across various channels. They delve into the importance of consistency in communication, efficient decision-making through documentation, and how regular collaboration can foster a culture of cross-channel communication consistency.

This episode is a goldmine for those looking to master the intricacies of omnichannel communication.

Effectively Managing Ticket Spikes in Customer Service → Watch Here


Managing ticket volume spikes is a daunting task that can overwhelm even the most seasoned customer service leaders. This webinar provides actionable insights on handling high ticket volumes, seasonal or unexpected. Industry experts like Dana Miller, Leslie Luda Noygues, and Hugo’s very own Funmi Mide-Ajala share valuable strategies on hiring and outsourcing effectively, empowering agents, prioritizing employee well-being, and leveraging the power of AI and automation to navigate ticket spikes efficiently.

This is a must-watch for customer service professionals to optimize their omnichannel strategies as we go into the holiday season.

Omnichannel First Steps at Dechra Pharmaceuticals → Listen Here


In this brilliant podcast episode, Thomas Molenaar, Head of Marketing at Dechra, discusses the company’s initial efforts in building a foundation for their omnichannel aspirations. They delve into critical topics like data integration, process integration, and channel strategy, shedding light on the human aspect of this complex operation.

This episode serves as a roadmap for companies at the beginning of their omnichannel journey, providing a firsthand account of the challenges faced and the steps taken to overcome them. The discussion offers actionable insights for businesses looking to transition into an omnichannel customer service model, emphasizing the importance of a well-planned infrastructure and aligned team efforts in achieving a seamless omnichannel approach.


Dive deeper into leveraging Omnichannel Customer Service by booking some time to discuss our risk-free 30-day trial with a member of our sales team. Explore how our solutions can be the catalyst in enhancing your customer service operations and setting your business on a path to sustained success.