To match the expectations of their visitors and customers Storeowners add more and more communication channels over time like Chat, Facebook, Forms etc. Each channel has its own - typically - webbased application with a dedicated login.
- Did someone already reply on that email that was sent to me on CC?
- And what was agreed on the chat the customer refers to?
- Why did I just spent 5minutes to find that order status information?
- Oops - no one replied to the Facebook comment since 2 days
- I would like to insert a Product with Link into the reply, but it is too much effort
- Around 5% of our customer inquiries are not replied, because they got somewhere lost
- I need to wait until Mary is back from holiday to see what she agreed with the customer