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For customers, there is frequently no continuity between interactions – too often, the service record and information created in one channel are invisible to agents and customers using another channel. Omni-ChannelSupport – An Integrated Approach for Better Results.
These are resources like FAQ pages, step-by-step guides, or a searchable knowledgebase that lets customers find answers on their own. This not only empowers customers but also lightens the workload for support teams. They use machine learning to refine and prioritize answers based on relevance. keeping context intact.
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