Having WhatsApp, email and phone is not omnichannel. It is disconnected multichannel. The difference between the two defines whether the customer has to explain their problem once or five times.
The most frequent complaint in customer satisfaction surveys is not delay or poor resolution — it is having to repeat their problem. "I already explained this last week by email. Why can't you see it?" The customer does not distinguish between channels: for them it is the same company. The problem is that on the operations side, each channel is an island with its own system, its own team, and its own history.
What real omnichannel requires
Real omnichannel requires three layers: a unified customer view (all channels read and write to the same history), intelligent routing (the inbound channel determines the response channel, not team availability), and integrated measurement (NPS is measured on the complete experience, not by isolated channel). Without all three layers together, you have multichannel with shared branding — which is not the same thing.