To improve the efficiency of customer inquiries, what should the Universal Containers contact center enable?

Enabling Live Agent to handle incoming service inquiries is the logical choice for improving the efficiency of customer inquiries in a contact center. Live Agent provides real-time chat capabilities, allowing agents to communicate instantly with customers who have questions or need assistance. This immediacy fosters a quick resolution of issues, enhances customer satisfaction, and can effectively reduce waiting times for customers.

Live Agent also allows agents to handle multiple chats simultaneously, which optimizes their time and productivity. In high-demand situations, this can be a critical feature, as it helps the contact center manage varying service volumes without sacrificing quality. Furthermore, incorporating Live Agent can streamline the customer support process, ensuring inquiries are addressed promptly and directly.

Other options, while beneficial in certain contexts, focus on different aspects of customer service. For instance, enabling Knowledge in a Service Cloud portal would enhance self-service capabilities for customers, but it doesn't directly facilitate real-time communication between agents and customers. Enabling Chatter is useful for internal collaboration among agents, but it does not directly address customer inquiries. Lastly, enabling Ideas in a customer portal promotes customer engagement and feedback but does not address the immediate need for efficient inquiry handling. Therefore, Live Agent stands out as the most effective solution for improving the efficiency of customer inquiries in this