Think of the ease of switching between your television, laptop, or cell phone when watching a Netflix show – because it's an omnichannel experience, Netflix saves your place so no matter the device you're using, the show automatically resumes where you left off.

Omnichannel customer support means going a step further and providing a consistent communications journey for your customer. An omnichannel experience is one where the conversation history and context travels with the customer from channel to channel—allowing agents to provide better, more personalized support.

From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings. Enable Omni-Channel and its features, and save your changes. Route incoming work items from different service channels to the most qualified, available support agents in your contact center.

An omnichannel strategy essentially outlines how a business intends to offer a seamless and connected customer experience across multiple channels like app, in-store, website, social media etc.