How do I create a seamless omnichannel support experience?

Mark had a problem that might sound familiar. "Customers would email us, then call, then message us on social media - and each time, they had to explain their issue all over again." As a Customer Support Manager, he knew this fragmented experience was frustrating for both customers and his team.

Beyond Multi-Channel

Today, Mark's team delivers what he calls "conversations without borders." Using HubSpot's helpdesk, they maintain context as conversations flow naturally between channels. "The magic isn't in being everywhere," he explains, "it's in making everywhere feel like one place."

The Breakthrough Moment

Everything changed when a customer shared their journey: They'd started with a knowledge base search, moved to AI chat, sent an email, and finally called - all about the same issue. "That's when we realized being available on multiple channels wasn't enough. We needed true conversation continuity."

Bringing It All Together

Mark's team now treats each customer issue as one continuous conversation, regardless of channel. When a customer moves from chat to email, their support agent sees the full context - previous interactions, AI chat history, knowledge base articles viewed, and relevant customer data.

One success story stands out: A customer started with AI chat late at night, which helped them try some initial troubleshooting steps. When they emailed the next morning for more help, the support agent could see exactly what had been tried. The resolution was quick, and the customer was delighted that they didn't have to repeat themselves.

Making It Work

The key elements of their approach:

1. Central Conversation Hub Every interaction, regardless of channel, flows into one unified timeline in HubSpot's helpdesk.
2. Context Preservation Support agents see the complete picture: past conversations, product usage, and support history.
3. Smart Routing Conversations are automatically directed to the right team member based on context and expertise.

The Human Touch at Scale

"Technology enables omnichannel support," Mark notes, "but it's the human element that makes it exceptional." His team uses automation to handle routine tasks while focusing their personal attention on complex issues and meaningful customer interactions.

Your Path to Seamless Support

Start by mapping your customer support journey. Where do conversations typically start? How do they move between channels? Use these insights to build a support experience that feels natural and continuous.

Remember: The goal isn't to be everywhere, but to be consistently helpful wherever your customers need you.

Need help setting up your omnichannel support strategy? Your HubSpot representative can guide you through creating a seamless support experience.