Previously, our support channels were disparate chat in one service, emails in another, calls separately. This made it difficult to control and slowed down the response. The transition to an omnichannel platform combined all communications in one interface, which allowed us to see the full history of requests and task status. This improved the quality of service and simplified the work of operators. The article at https://ecommercefastlane.com/top-tools-for-global-customer-support-team-management/ describes the advantages of such platforms and the selection criteria. I highly recommend studying it.