The core problem described is a fragmented user journey and information silos between communication channels and support staff. An omnichannel approach directly resolves this by integrating all channels to provide a single, seamless user experience. This ensures that the context of a user's interaction is preserved as they move between different touchpoints (e.g., from a chatbot to a live agent). Consequently, users do not need to repeat information, and specialists receive a complete history of the user's query, enabling effective and efficient handling.

B. Automating the logging of user emails: This is a tactical improvement for a single channel and does not solve the cross-channel information-sharing problem.

C. Providing multichannel support: This describes the likely current state, where multiple, disconnected channels exist. It is the cause of the problem, not the solution.

D. Providing a self-service portal: This adds another channel but does not inherently integrate it with others to solve the issue of repeating information when escalating to a different channel.

1. AXELOS. (2020). ITIL® 4: Drive Stakeholder Value (DSV). TSO (The Stationery Office).

Section 3.2.3

"Channels of engagement and communication

" explicitly contrasts multichannel and omnichannel approaches. It states

"In an omnichannel model

the channels are integrated to provide a seamless and consistent user experience... The user can start their journey in one channel and continue it in another without having to start over." This directly supports the choice of omnichannel as the solution to the problem described.