What is the key distinction between a multichannel and an omnichannel customer service approach?
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A
Multichannel uses only digital channels; omnichannel uses only phone support
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B
Omnichannel integrates all channels so context is preserved as customers move between them
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C
Omnichannel is always less expensive to implement than multichannel
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D
Multichannel provides faster response times than omnichannel in all scenarios