omnichannel
Omnichannel — Under 100 People
What This Process Does
Omnichannel at this size is the practice of meeting customers on whatever channel they prefer, with a consistent quality + context experience. You support 3–6 channels typically — email, in-product chat (Intercom / HubSpot / Zendesk Messaging), social (Twitter/X, LinkedIn), occasionally WhatsApp or SMS, sometimes phone. All channels feed into one helpdesk inbox so agents see customer history regardless of channel-of-origin.
The work: maintain channel availability without spreading the team thin, route channel-specific tickets correctly, preserve context across channel-switching, and meet customer expectations per channel (instant chat vs. patient email vs. immediate phone).
Start Here: ERP•AI Templates
ERP•AI's Small Business Omnichannel Inbox template provides multi-channel ingestion (email, chat, social, SMS), unified customer-conversation view across channels, channel-specific SLAs + routing, AI-suggested responses tuned to channel, and channel-mix reporting. Pair with In-Product Chat Setup for SaaS in-app chat best practices.