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I’m looking for a solution within the MS TEAMS space similar to well-known customer service chats, such as those on WhatsApp.
Our company internal customer service team consists of about six employees who communicate daily with many internal colleagues through 1:1 chats. To better streamline these individual chats, a central service chat as a single point of contact for colleagues would be very helpful. This way, issues could be addressed more reliably and efficiently.
The idea is that all inquiries received in the central service chat could be handled directly by the six employees within their MS Teams environment.
I’ve experienced a similar system with a large electronics retailer: During a claims process on WhatsApp, I had a single customer service chat, but was interacting with multiple representatives at the same time.
I’d greatly appreciate any suggestions on whether there is already a solution or perhaps a workaround for this.
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