More and more often the client service provides an opportunity to create a request in a convenient way: via e-mail, messengers or social networks.
One and the same person can contact through different communication channels, but for a contact center specialist such requests will be displayed as coming from two different people.
To identify such situations, EddyDesk recommends using the contact aggregation feature. Syste tries to recognize identical users and then offers the agent to merge them.
After merging, the entire history of the user's contacts becomes available. In this case, much less time is spent on solving the issue, and the client feels maximum care for themselves.