Imagine a typical Monday in the support department of an average e-commerce business. One tab is Telegram, the second is WhatsApp Business, the third is Instagram Direct, the fourth is email, and the fifth is the website’s live chat. The operator switches between them, struggles to keep up, and while responses are delayed, customers leave for competitors.
The way out of this chaos is an omnichannel platform with built-in AI. But what does this mean in practice, how exactly does it reduce workload, and what pitfalls should you be aware of? Let’s explore.