Managing the support ticket queue can be stressful. One wrong move can change the whole course of your relationship with the customer. The trick to efficient customer support is intelligent case assignment so that things are on the right track from the start.
What you need is an evolved, AI-fueled case assignment system that allocates cases smartly and provides a heads up in case of escalation proactively. SearchUnify lets you do that and much more. Read this datasheet to get the full picture
Automate ticket assignment by factoring in multiple things from agent expertise, CRM data, to ticket priority, etc
Analyze existing data to assign cases and decipher customer sentiment via NLP to handle cases efficiently
Take things up a notch with proactive alerting and real-time escalation prediction to take preemptive measures