How to handle multi customer service representative incoming support email
Posted on 2016-10-30
I always had this idea which confuse me and would like to share it with you in the hope of having more experience than mine, anyway, let's say you have a company like Amazon and this company have like 100 support representative (just an example) when they say, if you have any issue contact us at support at amazon com, now knowing that we have 100 support agents, first who is gonna check the email address itself? and how would they know that the agent 1 --(let's use numbers here) -- is responding to the customer inquiry where others shouldn't touch it? do the 100 agents got access to that email address or how it works, how it doesn't interfere with all other agents while checking the email..... I feel dizzy now...
Can you give me an idea?