Your customers need help and it doesn’t matter if they requested it by email, chat or phone. Handle it all in one place, in the same user interface and in the same conversation.
Don't require your agents to think about what should be done next. The system picks the right conversation for them. The only task for the agent is to solve the customer's problem.
It's all built with a focus on efficiency and speed. Frequently-used actions have their own keyboard shortcuts, and frequently asked questions can be answered with ready-to-use predefined answers.
Write down customer-related notes and access them in all conversations. You will never need to ask customers for the same information twice.
Specific tasks may need the attention of specific support agents. If so, assign the conversation to the right department or team member easily.