Omnichannel Service Workflow (Chat, Phone, Social)
Managing customer support across chat, phone, email, and social media through unified service platforms.
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Why It Matters
AI chatbots handle tier-1 inquiries, but agents who seamlessly escalate complex issues across channels and maintain context deliver the human touch that retains high-value customers.
How to Get Started
Get certified on a platform like Zendesk, Freshdesk, or Salesforce Service Cloud, then practice managing multi-channel queues and learn to use AI-assisted response suggestions effectively.
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