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1. A common incident-management system. Such a solution logs all customer interactions into a common database, enabling customer service representatives (CSRs) to see a record of all previous phone and e-mail communications with each customer. Online queries also can be included in this database in the case of Web sites that use certain personalization and/or registration techniques. Companies that use online chat can incorporate these interactions into the database, too.
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Greg Gianforte
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