Multichannel and omnichannel refer to the practice of providing customer service and marketing across multiple communication channels, from traditional ones (phone calls and email) to various social media platforms (Facebook, Twitter, WhatsApp…). The two approaches differ slightly – in a multichannel strategy, the brand selects several channels and focuses on them exclusively. In contrast, an omnichannel strategy involves the brand going wherever their customers are. If this means using a dozen services and platforms at once, so be it.