Reply knowing where the customer stands.

You: you don't know which requests are delaying a customer's plan.

Your team: it replies without knowing where this customer stands in their journey.

The customer who writes in: they explain their context again with every exchange.

You: you see which journeys are falling behind, and where each customer stands when they write in.

Your team: on the customer's record, it reads where they stand and their Gmail exchanges before replying.

The customer who writes in: they find in their portal where they stand, and what is theirs to do.