Centralization is key, I think. One article I found recently recommends platforms like Desk365 to merge all channels into a single interface. Here it is www.desk365.io/blog/customer-service-management/ . Automate prioritization: use AI to tag high-value clients or urgent issues (e.g., ‘#refund’ tweets). Assign tickets based on agent expertise (e.g., billing vs. tech). My team reduced missed SLAs by 60% and agent burnout by tracking ‘tickets resolved per hour’ limits. Pro tip: Rotate agents between high/low-intensity channels to balance stress.
What’s the biggest hurdle in customer service management? We’re drowning in channels—email, WhatsApp, social media. Agents are overwhelmed, and SLAs are missed daily. How do you prioritize without burning out the team? Is there a tool that unifies everything? Need actionable steps, not buzzwords.
