This checklist outlines the essential capabilities required to deliver modern, asynchronous customer service at scale. It focuses on unified agent workspaces, persistent conversation history, and messaging-first support that mirrors how customers communicate with friends. The checklist emphasizes advanced self-service, ticket deflection through knowledge bases and bots, AI-powered issue classification, and automated routing. It also highlights the importance of reducing time to resolution through automation while enabling seamless collaboration between bots and human agents. Designed as a practical evaluation tool, the checklist helps teams assess whether their current platform can support efficient operations, scalable growth, and high-quality customer experiences in a mobile-first world.

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