You can get to know your experts by selecting the ‘Team’ tab in your dashboard. There, you’ll be able to view bios of all your CX experts,  including their locations, the amount of tickets they’ve resolved for you, their quality scores, and even the individual messages to which they’ve replied.

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If you have dedicated experts on your account, they’ll begin to feel like a true extension of your in house team. They can participate in your company Slack, your bi-weekly CSM check-in calls, and you’ll have the ability to reach out to them directly.