As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. Realizing she forgot to add her food preferences, she immediately opened a chat on the airline portal.
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again?
In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent. To improve this process, you need insight into how it is functioning.