Multichannel and omnichannel are terms used to describe how a company communicates and engages with its customers. Here is a brief explanation of each term:

Multi-channel: Refers to a business that uses multiple communication channels to reach its customers, such as email, phone, text message, and social media. Each channel can be used independently and may not be integrated with the others.

Omnichannel: Refers to a company that uses a variety of communication channels and that has integrated these channels in a way that the customer experience is consistent and seamless, regardless of the channel they use. This means that customers can start a conversation on one channel and continue it on another without losing the thread.