Multi-channel communication?

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Creating a ticket in helpdesk software - LiveAgent
Live chat
Automation can only take you so far, and AI solutions aren’t sophisticated enough to be a one-size-fits-all solution to all customer queries. That’s why a top-notch IMS should have a range of live chat features, such as real-time communication, instant messaging, chat indexing, interaction tracking, and automated distribution. These features will help your team resolve customer issues as quickly as possible.

Real-time chat feature in helpdesk for ticketing system - LiveAgent
Call center
A call center is also an integral part of any reliable incident management system . Ideally, you should be able to use the IMS call center for both inbound and outbound calls to resolve complex customer issues. Additionally, IVR and automated callbacks can help you keep customers informed about the status of their case.

Call distribution settings in contact center software - LiveAgent
Social media
Social media is one of the essential elements of modern business. An IMS system should have uruguay phone number data seamless integration with social media networks and offer fantastic brand monitoring and reputation management to ensure that your visitors, clients and customers are as happy as possible.

A helpdesk tool that helps maintain a good reputation on social media
Customer portal
A knowledge base is always a good thing, especially if you want to provide as many self-service solutions as possible. By creating a knowledge base, your clients will be able to search for information about products and services within your FAQ pages or forums. Additionally, an effective IMS should provide a feedback and suggestion panel so that your customers can provide critical information on how your business can be improved.

Customized knowledge base in customer portal software - LiveAgent
Safety
An IMS system is only as good as it is secure, which means you’ll need to do some research before you start looking into a specific option. The most secure IMS solutions are typically cloud-based and offer encryption, two-factor authentication, multiple data centers, and GDPR compliance .