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If the customer support professional lacks the necessary knowledge to comprehend the issue or identify potential remedies, all the principles above will be in vain. To determine the source of the problem and offer a fix, the agent needs to be familiar with the company's goods and services. Otherwise, multi-tiered systems or escalation procedures must be established to send the problem to Outsource Chat Support Services which can resolve it. For more detail visit here - https://www.vcallglobal.com/blog/