Overview of Universal inbox

Feature Definition

A feature that centrally aggregates and manages inquiries from all channels including email, chat, phone, and social media. Agents no longer need to switch between multiple tools.

Usage Examples

For example, even if a customer asks a question via email in the morning and follows up on social media in the afternoon, the universal inbox displays everything on a single screen. This enables smooth responses without missing any interactions.

Main Benefits

Streamlined Channel Management

  • Centralized management of inquiries from multiple channels
  • No need to switch between multiple tools

Improved Customer Support

  • Enhanced efficiency and accuracy in customer service
  • Prevention of oversights and duplications
  • Improved customer satisfaction through consistent responses