Complaints, requests, incidents, etc. whatever you choose to call them, all have to be managed swiftly.
Thanks to a shared knowledge base and pre-defined templates, all your operators will be offering an identical response to the customer. If a particular customer requires more attention than another (strategic, VIP, ongoing opportunity, etc.), a notification system enables users to identify high-priority requests easily.
In addition, because customer service works as a team, a team view is also available. This way, an operator can pick from a list of pending requests and process them one after the other.
Alongside this, managers can also assign requests based on business rules: skills, language, availability, etc.