Multi-channel
From bemoko developer wiki
- Definition : The variety of channels by which a user can interact with your digital service.
A user now has a multitude of device and mechanisms by which they can interact with a service, for example, PC, mobile, TV, SMS, facebook, widgets and apps. Each of these is an entry point to the user and it's important that you provide a consistent experience to the user. This does not mean the same experience and functions across all channels, but the user should feel that they are connecting with the same provider and provide the ability for the user to switch channel at their convenience.
For example and user might see an advert for a holiday on a bus, SMS to a short code, start browsing details of the resort on their mobile, send details to their friend by email, look in more details and purchase holiday on the PC, get sent flight details by emails, alert of flight alteration by SMS a few days before, call call-centre to ask more questions about changes, get boarding pass sent to mobile ... in a great multi-channel experience the user feels confidence that they can interact when and how they need and at each time there is an experience that feel connected.