Slimbot
Omnichannel sounds like marketing. For an SME team it's simpler: the customer texts, e-mails, DMs or calls — often interchangeably — and your people see one file. Nobody copies the story from WhatsApp to Outlook.
Omnichannel meaning
All channels work as one system. History, assignment, internal notes and the customer card are shared. The customer may switch channels; you don't ask them to "explain again".
Multichannel is not the same
Multichannel = you have a WhatsApp, a mailbox, an Instagram and a calling app. That's accessibility. Without a shared inbox it's still five separate boxes. Omnichannel is emptying those boxes into one team inbox.
Not just retail
The term often comes from retail (web + shop + app). For installers, salons, estate agents and service providers, it's about the same customer across app, e-mail and phone — not about a webshop funnel.
What you get in Slimbot
- WhatsApp, e-mail, Instagram, Messenger, website chat and telephone in the same inbox
- Assignment and labels across channels
- Dutch SaaS, GDPR. AI optional — omnichannel also works when people type themselves
Product page: slimbot.nl/omnichannel. Inbox: team inbox. SaaS background: what is SaaS?