Consistent customer experiences across channels: Ensuring that customers receive the same level of service regardless of the channel they use (e.g., phone, email, chat, social media).
Integration of channels: Enabling seamless transitions between channels to provide a cohesive customer experience.
Knowledge management: Centralizing customer information and making it accessible to all support agents.
Self-service options: Offering customers the ability to find answers to their questions independently through FAQs, help centers, or online communities.