Automation helps customer service representatives pack more into their day. Yet you determine the appropriate level of automation that keeps the quality of responses high. All messages, coming and going, are kept together in conversations so none can fall through the cracks. Managers know what's going on. They can guarantee service levels.
Managers stay in control.
They have instant access to all manner of reports. They can review individual representative or customer correspondence. They can see conversation histories at a glance. They are notified when individual messages fall outside target service levels. They can assign and reassign.