About Multichannel Inbox
In an omnichannel inbox, customer messages from different communication channels unify in a single inbox. Email, chat, social media, and phone are some of the standard dialog channels in the customer service team's daily work. The traditional mailboxes cannot bundle different communication together. Here's where a multichannel inbox can take over the support operations.
The use of multiple applications and toggling from one system to another is no longer necessary. All communication channels of the company are converged and arranged at a spot. The case management software prioritizes customer inquiries, uses artificial intelligence(AI) to create suggested responses, and provides additional information from existing systems. Direct customer contact becomes more efficient via the multichannel inbox.
The support team can see at a glance what is essential and which requests can still wait. It is no longer required to switch between the email program, chat, messenger, or social media. The multichannel inbox automatically sorts customer messages according to urgency, topic, and responsibilities. The AI does the preparatory work, and the support team takes over the creative part.
