Definition
An experience where customers move between channels (WhatsApp, calls, Instagram) and their context is kept, so they never repeat their story on each channel.
Example
A customer started on Instagram and then called, and the agent saw the earlier chat instantly.
Read the full guideThe Best Omnichannel Customer Service Software in 2026 for Arab Businesses
Related Customer Service terms
الرد الآليAuto-replyA message sent automatically when a message arrives, such as a welcome or out-of-hours note, or full smart replies from an AI agent.متوسط زمن المعالجة AHTAverage Handle Time (AHT)The average time an agent takes to complete a chat or call, including talk time, hold time and after-call work.الرد الجاهزCanned ResponsesPre-saved text an agent inserts with one click to answer frequent questions quickly and consistently.مؤشر رضا العملاء CSATCustomer Satisfaction Score (CSAT)The percentage of customers satisfied with a specific experience, measured with a short question after the service, such as "How would you rate our service from 1 to 5?"التصعيدEscalationMoving a case to a higher level, such as a supervisor or a specialist team, when it goes beyond the agent's authority or takes too long to resolve.الحل من أول تواصل FCRFirst Contact Resolution (FCR)The percentage of customer requests resolved in the first conversation or call, without the customer coming back about the same issue.