Marketing omnicanal et marketing multicanal - Principales différences

Today’s customers don’t limit themselves to one channel. They prefer jumping between multiple digital platforms like social media, text, and email to sort out their needs. So, it is safe to say it’s a mad digital circus out there. To make sense of this frenzy, your business must have a unified marketing front to cover all channels your customers may use to connect with your brand.

How articulately you manage and blend all channels can significantly impact your customer experience and the marketing ROI. To tackle this aspect, businesses are investigating omnichannel or multichannel marketing strategies for streamlining communication. They aim to give the customers a good experience while increasing sales.

But what is this multichannel vs omnichannel marketing fiasco? We will dig deep into what differentiates the two, so sit back and read on. Understanding their distinction can give you clearer insight making it easier to choose which strategy could be best for your business.

But first, let’s give you the definitions.

Multichannel vs omnichannel Marketing: What is Omnichannel Marketing

Let’s talk about omnichannel marketing.

Omnichannel is about businesses integrating multiple channels and crafting a smooth customer purchasing experience. An omnichannel approach ensures quality across all channels, so no matter how the customer interacts with you, they receive outstanding service. Tools like Trengo help make omnichannel a breeze as they centralize your communications and day-to-day operations.

This strategy:

  • Combines all the customer-centric channels from chatbots, social media, emails, and websites to E-commerce, blogs, and ads.
  • Gives you many chances to engage with your customers. If they don’t want to buy anything or abandon their cart, you could offer other incentives and try a different tactic to get them to give you a chance.
  • Brands that go for omnichannel marketing can simultaneously set up unified promotions, campaigns, and messages spanning all the essential channels to proffer buyers a hassle-free experience.
  • If you apply the right strategies, omnichannel can help send your audience valuable and relevant offers matching their interests and behavioral history with your brand.
Marketing omnicanal

For instance, a potential customer puts items in a cart but then abandons it. There could be many reasons behind it, but you need to be strategic rather than questioning the ‘why’. You could send a reminder email to them with their abandoned cart and offer them a voucher to solidify the purchase.

If they still don’t consider, your ads for the cart products can appear on their social media ergo nudging them again to continue the purchase. Once they buy, you send them a thank you along with a welcoming message and ask them for a review. These little initiatives can go a long way in helping build credibility.

Benefits of Omnichannel Marketing

Below are some omnichannel advantages to give you a better grasp of this concept and ways it can change the game for entrepreneurs.

Solid Brand Image

When you present customers with a unified brand image, they know you mean business. Consistency across all channels depicts you are ready to give them excellent service, which helps meet and elevate their expectations of your brand.

This begins a solid customer relationship that can last long. Moreover, their contentment will bring you more buyers. For instance, your promotions on Instagram should match those on your emails, website and store. Such attention to detail will indicate your organizational skills showing potential buyers you are worthy of their trust and money.

Stronger Conversion Rates

Enable seamless purchasing when you pick the right practices for encouraging conversions. Marketing integration can be excellent in helping your customers buy from any platform they prefer. They don’t have to feel stuck because they can only purchase from the website; you must offer versatile options.

Buyers could place orders through Instagram DM or a message on your WhatsApp Business account. Making the checkout process more straightforward and versatile will increase your conversions, and that’s why many opt for omnichannel.

Better Sales

No one can expect their customers to only come to a shop and spend time if they wish to buy something. Your brand must be available across digital platforms so they can spend as much time as possible without feeling pressure. Omnichannel helps amplify sales because customers get the ultimate freedom. Not a fan of going out to shop? No worries. Pick up your smartphone and browse the products without moving from your comfortable spot.

When you allow multiple channels to facilitate shoppers, they will happily give your brand a chance and turn into buyers.

Omnichannel vs Multichannel Marketing: What is Multichannel Marketing

Moving on from omnichannel, let’s discuss multichannel marketing.

In multichannel marketing, a company sells its products or services through various channels. However they segment and operate their channels independently, so every space is unique.

The multichannel approach:

  • Enables every platform to operate using specific strategies and methods.
  • The objectives are distinct, and there is no one-tactic-for-all approach.
  • Businesses can have special promotions exclusive to their channels, which means no cross-channel campaigns, ergo zero consistency.
Marketing multicanal

Let’s take the same example from the omnichannel approach and implement the multichannel approach.

A customer gets on your website, adds an item to the cart, and leaves. Their purchases were left incomplete, meaning they might still be interested. So rather than sending them reminder messages that could feel personal, they get offers that target first-time purchasers. Sure, the shopper may still proceed to check out; however, the email language could be baffling.

In today’s digital stratosphere, customers expect customized treatment to engage them, so multichannel can have certain limitations.

Benefits of Multichannel Marketing

While the multichannel approach isn’t all-encompassing but it still holds some pros. Let’s discuss them.

Enables Prioritization

Is your brand’s theme more suitable for specific channels? Then multichannel can help scale your business. Multichannel marketing allows brands to focus their resources, energy, and time on top-performing apps instead of worrying about delivering the same experience everywhere.

Rather than diluting everything you have across each channel, you can prioritize which platform generates the most scale and polish that further. As over 50% of marketers wield three to four channels, a multichannel approach can help you stress solely on platforms bringing the desired results. Hence can be ideal for entrepreneurs carrying limited resources.

You Can Bring Product Focus

With a multichannel approach, your strategy is more brand-centric instead of customer-centric. You put your all into bringing the utmost attention to your product/service instead of worrying about giving the customers a seamless experience on every channel. This format renders multichannel a prominent choice for enterprises like eBay, Alibaba, Amazon, etc. as it obliterates distractions to focus more on what you need shoppers to do — purchase.

Prelude to Omnichannel Approach

If simplification is your goal, then multichannel is for you, as it takes away all complexity from the business and clarifies your strategy. It acts as a fundamental initial step for companies that want to embrace omnichannel gradually. Therefore, experts believe that multichannel marketing gives you a taste of integrated marketing so you can invest in a more extensive omnichannel strategy.

Omnichannel vs. Multichannel Marketing: A Comparative Guide

Now we come to the good part and dive into how these strategies differ. This will help you get a clearer picture of how things can go down before you make a choice.

Below are some integral factors separating omnichannel vs. multichannel marketing.


The omnichannel prioritizes a seamless communication experience across all channels to send a unified message. Such an integrated method can strengthen customer trust and brand loyalty.

Contrarily, multichannel marketing opts for different platforms sans integration, which may lead to fragmented communication. Customers could receive confusing and conflicting messages indicating inconsistencies, hindering their experience.

While some may not care for it, nowadays many shoppers are extremely particular about how much effort a brand is putting into satisfying them.


When talking strategy, omnichannel embraces a customer-centric approach that uses data to understand preferences and deliver personalized messages on all touchpoints.  Such cohesive execution can enhance your buyer’s journey and foster good relationships. Multichannel needs to have this level of smooth integration and could struggle to maintain its target audience.

When there is no unification in the strategy, it could lead to less effectiveness in engaging your customers.


If engagement is your goal, then omnichannel marketing is the one to target, for it excels in engaging customers. This marketing manner provides a steady and consistent experience on every channel, ensuring customers know they will get similar treatment no matter their preference.

Your customers can interact with your brand, improving satisfaction and fostering brand loyalty. This consistent engagement can enable a deeper connection between you and the customer, which could be great for the business.

Multichannel marketing is every channel for itself, so it could underperform in engagement as your customers could encounter a disconnected experience across all platforms. That can reduce the chances of building potential customer relationships.


Of course, the omnichannel approach is more demanding than the multichannel. Implementing a good omnichannel marketing strategy mandates significant time, effort, integration, and coordination of multiple channels. You need to attain a deeper understanding of how your customer behaves and gauge their preferences if you want to deliver 5-star consistent performance.

Sure, such complexity could pose challenges however the results it yields can make up for it all. On the flip side, multichannel marketing is less exhausting for it only entails the management of individual channels separately.

But understand that such lacking integration and unification could limit your potential to deliver a stellar customer experience. It could result in some lost opportunities and constant fear of a hit-or-miss scenario.

Multichannel vs Omnichannel MARKETING: Comparison Table

Différences entre le marketing omnicanal et le marketing multicanal

Omnichannel Marketing vs Multichannel Marketing: Which Do You Choose?

Now that we have dived into the labyrinth of omnichannel and multichannel marketing, it begs the question: which strategy to choose?

It depends on your unique needs.

Opting between the two depends on factors like:

  • Your business objectives and resources. While omnichannel marketing may sound like a dead-set answer as it tackles everything and integrates beautifully, you must see if your business scale is ready.
  • If you are a small business that needs to bring focus to your unique product, then multichannel is the way to go.
  • But if you have a strong reputation with your product and driving customers is the aim, then omnichannel can work perfectly for that.
  • While multichannel simplifies things, omnichannel gets you far and wide, harboring solid customer relationships.

Whatever choice you make banks on what you seek. Both strategies are fantastic if you understand them right and use them smartly.

Omnichannel MArketing vs Multichannel Marketing Strategies Examples

To give you an idea of ways you can implement these marketing strategies, we have come up with examples.

Check them out.

Omnichannel Strategy Examples:

  • A customer is searching for a product online, and once they get on their social media, your ad matches their queries. They make the purchase, love it, and review it. You can share that review across various platforms and appeal to a broader audience.
  • You send an email to announce the new arrivals; when the customer goes to your social media or website, they see the same announcements and can place orders from all channels.

Multichannel Strategy Examples:

  • You feature your products on a third-party app and customer purchases from there. However, if they face issues or feel unsatisfied, they can’t take up the issue directly with you. They have to sort out their concern via the app they purchased from.
  • Your brand has a fantastic offer on your Instagram platform; however, when the shopper goes to your website for details, they find nothing. They can only get whatever information they require from the social media platform.


Whether you choose omnichannel or multichannel marketing, both offer various possibilities and advantages. You need to explore ideas and understand your goals to make the best choice. Going the extra mile with your customers can have lasting positive impacts on your long-term business strategies.

For all your omnichannel needs, Trengo est la meilleure solution d'automatisation. Cet outil indispensable est prêt à mettre votre entreprise sur la voie du succès en simplifiant toutes les procédures.


Nasser est l'un des principaux contributeurs du blog d'Omnije, où il rédige des contenus à la fois informatifs et agréables à lire. Spécialisé dans la technologie de l'IA et le développement de chatbots, Nasser s'est donné pour mission de fournir des informations accessibles et de grande qualité.

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