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ThinkOwl is a cloud-based customer service management solution. Key features include multi-channel inbox management, case management, workflow automation and a customer portal.
The multi-channel inbox helps users manage customer interactions by collecting data from different channels such as email, live chat and Twitter and delivering messages to a unified inbox. Users can filter messages based on user skillset, communication channel, message status and priority.
Email handling tools allow agents to assign emails to available agents based on message topic, agent skills and urgency. Agents can also choose the outbound channel to respond to customer queries. The self-service portal allows customers to check on agent respons...
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