What is the term used for the process of assessing a customer's needs and directing them to the right support group?

The term that describes the process of assessing a customer's needs and directing them to the right support group is "Triage." In the context of customer support, triage involves evaluating the urgency and type of assistance required by the customer. This systematic approach ensures that customers are connected to the most appropriate resources or support agents who can effectively address their issues.

By prioritizing requests based on their complexity and urgency, triage helps in managing support resources efficiently, ultimately leading to faster resolutions and improved customer satisfaction. It is commonly used in various service industries to streamline the workflow and ensure that every customer receives the attention needed promptly.

Outreach, assessments, and delegation do not convey the same specific relationship or process as triage in terms of assessing customer needs and connecting them with the appropriate support. Outreach refers more to proactive communication efforts, assessments generally relate to gathering information, and delegation involves assigning tasks without the specific focus on directing customer inquiries to the right group.