Route based on priority, not channel.
Customers don’t think in terms of channels, they choose whichever one is most convenient to them at that moment and move between them freely. Your customer service team should be able to do the same. By prioritizing inquiries based on criteria you value instead of on a channel by channel basis, agents can focus on the customer at hand instead of manually sorting through inboxes for pressing inquiries. Whether it’s a VIP customer or an issue related to a late shipment, customers can be automatically prioritized and connected with the agent most qualified to meet their needs and agents can seamlessly work across all channels at once.