--- title: "Why Is Tool Flexibility Important for Sales and Customer Service Representatives?" id: "453" type: "post" slug: "tool-flexibility-important-for-sales-and-customer-service-representatives" published_at: "2021-08-31T13:55:19+00:00" modified_at: "2025-12-08T18:40:46+00:00" url: "https://www.simpletech.uy/en/flexibilidad-herramienta-importante-para-agentes-ventas-atencion/" markdown_url: "https://www.simpletech.uy/en/flexibilidad-herramienta-importante-para-agentes-ventas-atencion.md" excerpt: "For companies to successfully implement their omnichannel strategy, we believe it is essential to have powerful and flexible technological support." taxonomy_category: - "Business" - "Innovation" taxonomy_post_tag: - "Customer Service" - "CHATBOTS" - "CX" - "OMNICHANNEL" - "Wittybots" --- For companies to implement their [omnichannel strategy](https://www.wittybots.com/post/estrategia-omnicanal) At , we believe it is essential to have powerful and flexible technological support that offers a range of possibilities. Especially when it comes to customer service itself, it must be both automated and human. Complex queries often need to be referred to specialized agents so that the customer can successfully complete their request. With this in mind, when creating [Wittybots](https://www.simpletech.uy/en/wittybots/) , our RPA and conversation management software, we decided to incorporate a [module specifically designed for agents](https://www.simpletech.uy/en/wittyagent/) . This allows you to transfer to human support instantly, providing your agents with a user-friendly interface to manage the company’s various customer service channels in a unified manner. **Why "flexibility"?** First, let’s be clear about this concept we value so highly. One of the definitions we can find is: *"Flexibility is the ability to easily adapt to different circumstances or to adjust standards to different situations or needs."* When we discuss internal values with our team—values that are reflected in everything we do—we always conclude that we champion this concept because it is a core value for us. Is it because we’re millennials? It could be that our generation has broken many paradigms, especially when it comes to work flexibility. This year, 2020, has shown us more than ever that we all need to be flexible—adapting to change is crucial. **So how is this flexibility reflected in our agent solution?** **Conversation flexibility: 4 simultaneous conversations across different channels** Your company offers multiple channels to make it easy for your customers to contact you wherever they choose, but the agents remain the same. Our panel for 4 simultaneous conversations allows you to view conversations from different channels at the same time and switch between them with complete freedom. **Tenant flexibility: Remote work** The ability to offer your agents mobility is key. Your agents can work from the office or from home, since they access the platform via the cloud. **Device flexibility: Agent-only app** Just as agents can be anywhere, they don’t always need access to the desktop version on a PC, so we created an app that can be used on a mobile phone, ensuring that information remains unified within the company’s systems rather than through the agents" personal social media apps. **Role Flexibility: Different Session Profiles** Employees who access the system must be able to identify themselves by their roles, as the organization is hierarchical. That is why we made it possible to log in with different profiles—supervisor or agent. **Flexibility to Categorize Contacts: Customization of Inboxes** Companies have diverse needs. In terms of internal organization, some may want to divide customer service by department (sales, logistics, among others), by customer type (premium or non-premium), or by language (with each agent responding in their native language)—in short, the possibilities are endless… Wittybots allows you to customize customer service inboxes as desired, and when a customer wants to speak with an agent, you can direct them to the customer service inbox that applies to their case. **Media Flexibility** Conversations are communication in action and may require going beyond written text. That’s why we allow agents to receive and send different message formats—text, voice, images, videos, and various file types. **Flexibility in Handling Conversations** Once a conversation has been resolved, the agent can choose to automatically redirect the interaction. And if the customer wants to get back in touch, they can request it at any time. **Flexibility of information** If another agent takes over a conversation with a history, it’s essential that the company demonstrate it’s aware of that history. To achieve this, we’ve made it possible to access the notes previously created by your colleague. **Contact flexibility** For WhatsApp, this feature allows agents to send messages outside the 24-hour contact window permitted by the channel. This is very useful, as some cases require more time to resolve. Can you think of any ideas specifically tailored to your business needs? We can advise you and find the best solution for your operations. We love continuing to grow our product with you! [Write to us!](https://www.simpletech.uy/en/contacto/) [https://www.linkedin.com/in/rosina-cortella-terra-17801624/](https://www.linkedin.com/in/rosina-cortella-terra-17801624/) ## We’re revolutionizing the world of CX—join the transformation **We can help you with your business needs!** Leave us a message, and our experts will contact you. 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