Collaboration

  • Support agents often need input from other internal teams to resolve an issue. However, unless a request is visible to all the internal teams, agents lose a lot of time in back-and-forth communications. All context is lost, resolution is delayed and service quality suffers.
  • Omnichat fuels teamwork and efficiency with a suite of powerful collaboration features that help teams work efficiently to provide better customer support experiences. Agents can loop in teammates for discussions right inside tickets¬†and retain visibility into tickets even if another team is currently working on it. Teams can also split the tasks involved and work on them in parallel.
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