One thing to consider is an inverse of customer support. Have your dedicated customer service rep handle only repeatable issues with a script.
Then you just say, "I'm going to escalate your issue to our Solutions Department, who are responsible for that type of issue. They will be able to walk you through the process."
But really, whatever you do, if you do email/chat support I'd be feeding every chat session/email exchange into an expert system, and trying to generate responses when possible.
One thing to consider is an inverse of customer support. Have your dedicated customer service rep handle only repeatable issues with a script.
Then you just say, "I'm going to escalate your issue to our Solutions Department, who are responsible for that type of issue. They will be able to walk you through the process."
But really, whatever you do, if you do email/chat support I'd be feeding every chat session/email exchange into an expert system, and trying to generate responses when possible.