Companies are constantly trying to strike a balance with customers – the balance of providing high-quality service, while at the same time, providing rapid service. Today’s customers require and demand this through more than one channel of communication; in fact, the number of companies handling more than 25 percent of customer service inquiries over social media has risen from nine percent to 18 percent. With so many different inquires coming in from more than one channel, companies are frantically searching for innovative new ways to quickly and efficiently handle customer service requests based on their priority.