By
Joe Keenan
, Senior
and Catalog Success
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2. Get the inquiry into the hands of the right agent.
To minimize response time, get the inquiry to the agent best suited to handle it. Steps to make this possible include the following:
* Create Web forms for customers to use when submitting inquiries. These help gather the information the agent needs to solve the problem, and also help to classify inquiries and route them to the corresponding agent most likely to solve that problem.
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