Which solution should be implemented to allow the Customer Support Agents who speak Spanish, to deal with all the cases where the preferred language is Spanish, in Real-Time?
A. Visual Workflow
B. Case Assignment Rules
C. Case Auto-Response Rules
Omnichannel is a cross-channel business model strategy in which companies use to improve their user or customer experience. Omnichannel is an integrated means of thinking about people’s relationships with organizations. Communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience. This OminiChanel strategy has applications in any industry, such as financial organization, healthcare service, governmental body, retail outlet, and telecommunications industries.
Omnichannel supersedes multichannel and includes channels such as physical locations, webpages, social media platforms, live web chats, mobile applications and telephone communication. Companies that use omnichannel contend that a customer or user values the ability to be in contact with a company through multiple means of communication at the same time.