Every day, every hour, customers contact companies for a variety of reasons, such as asking questions about a service or product, asking for help, reporting a problem, or giving feedback. A few hours can pass before some of these exchanges are finished or addressed. Some issues need to be handled right away. It is crucial to offer a variety of multi-channel choices for client communication, including voice and chat help, email support, and social media support, to meet a variety of their demands.

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