With the written communication, the biggest problem comes from the channels with free text. It takes time to figure out what sort of help an agent can provide, and to gather this information. That's the second pain point, even a bigger one. To attend to an issue raised by a customer, an agent has to run an internal investigation. Observing some of the more complicated cases, I can say it is a hardcore process. The information is scattered across multiple platforms, departments even. And to piece the information together, most of the agents are using.. old good pen & paper.