As you support multi-channel support to customer, you should have accessibility to all support systems. The customer should not be bothering on which channel he has opted to log issue. He should not bound to only one channel. As an enterprise it is our responsibility to get and merge all the issues faced or logged with multi channels and Support staff should have all the information about various channels as well, like social media, email, phone call, live chat etc. Companies need a strategy for establishing, maintaining, and integrating customer support channels. It’s not enough to open the door if no one is there to greet the customer. With this in mind, it’s good to be wary about opening the support floodgates and spreading your organization too thin. Opening new channels increase contacts, it also raises expectations that you’ll provide better service. This is a good thing, but your organization must live up to it.
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