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Assigning, post assigning or call routing is an important component to any efficient customer service team. By sending customers directly to the individuals or departments within a company that can get their questions answered, one can automatically improve customer satisfaction ratings and even reduce an operating costs. Assigning or routing is used in the social customer service increasingly on an automated basis where incoming customer service inquiries are automatically distributed across available customer service agents based on the post age, post influence, source of origin, mentioned topic or used language.

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