If your team consists of universal fire fighters only, you distribute the requests evenly. This ensures that everyone has something to work with, regardless of what the subject matter of the request is and what the skills of the agent are. But if you have a larger team, then it becomes more difficult to maintain the skills of each agent on the same level.
Further, the complex requests require involvement of multiple departments. Therefore, the responsibilities should be distributed either within the support team, or among the departments of the company. Some of employees are responsible for finding a right dress size and color for the customer, while others - for the delivery, and a separate group handles refunds. When sorting and prioritizing of requests are done, the next step is identifying a way of how to route a question to the right specialist.
Let's see how to do it:
1. Let a customer to write the question and choose whom to address it. On your website, place the contact information for every department, and let the customer solve the puzzle by selecting a right addressee. Obviously, the option is far from being the best one. The customer is likely will forward a question to a wrong department and will reach his golden years awaiting an answer, while we will endlessly forward the question from the department to the department searching for those who can answer.