Customer Support Software and Technology Platforms Questions

Develop proficiency in understanding modern customer support technology. Know the major platforms (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk) and their core capabilities: ticket routing, SLA tracking, multi-channel integration (phone, email, chat), knowledge base management, reporting dashboards, and automation features. For platforms you've used, be specific about functionality, benefits, and limitations. Discuss how technology enables or constrains customer service quality. Understand the difference between single-channel systems and omnichannel approaches and implications for customer experience.