Omnichannel support in a care console refers to the ability to provide customer support across multiple channels, such as phone, email, chat, and social media, all from one unified platform. The following are best practices for implementing omnichannel support in a care console.

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Benefits

• Sprinklr Omni channel desktop ensures that the console is able to integrate with various communication channels and platforms, such as phone systems, email servers, and social media platforms.

• Provides a unified interface for agents to view and manage all customer interactions across different channels at one time.

• Allow agents to easily switch between channels to respond to customer inquiries, without having to log in and out of multiple systems.

• Provides agents with a complete view of the customer's history and interactions across different channels, to help them provide more personalized and effective support.

• Use automated routing and prioritization to ensure that customer inquiries are directed to the most appropriate agent, based on the channel, language, and subject matter.

• Use analytics and reporting to gain insights into customer interactions across different channels, and use that information to optimize support processes and improve customer satisfaction.

• Train agents on how to handle different types of customer interactions across different channels, and provide ongoing support to help them improve their skills.