Why implement workflow automation?
Workflow automation does exactly what the name means: it only automates your workflow processes. Have you ever taken a customer or service call, made a record of it then either misplaced or lost the ball on request? It does not least satisfy customers, or creates positive business relationships. But we have all experienced such situations both in the calling and reception.
Workflow automation allows smart routing and assignment decisions to facilitate smooth operation and consistent service levels within your customer support team. The right person or department that is best placed to handle each task quickly and efficiently receives quick and reliable notification. No lost notes, nothing lost in translation from one person to the next, and best of all, no customers left and waited for an answer that never comes.
Customer service providers apply the benefits of workflow automation to their applications to improve service, improve productivity, and simplify the process for both employees and customers.
It is increasingly common in todays online-enabled business for customers to directly email companies with support questions or information requests. Often, these messages are sent to a common mailbox in the receiving company where an employee evaluates the request and either passes it on to the group they believe to respond or it can be copied and pasted into a ticket system for mission and resolution.
Meanwhile, customers are expecting to respond to their request while manually processing operations. This can cause delays in servicing the customer, adding business costs from labor costs associated with manual review of email and ticket entry, and ultimately generate poor customer service and even lost revenue.
Workflow integration customer support software will receive the email from your customer, automatically create a support ticket, assign it to the appropriate team to respond and confirm receipt by emailing your customer. This provides improved customer satisfaction, reduces manual processes and speed resolution of service and support requests.
Customer requests can be categorized upon receipt, but delays can occur when they request the right or department to resolve them.
Manual review of tickets to determine the best resource for response and resolution causes delays. This can lead to a lack of response through incorrect or lost tickets. Management, jobload monitoring and engineering activity may not have visibility for a ticket that is assigned incorrectly or directed to the wrong team.
Customer Support Software with Automated Workflow can determine which category is the right-handed ticket. Based on categories such as "email" or "lost order", the ticket can be forwarded to the right team or technician who can respond quickly to the problem.
Efficiency is improved, customer service improved and costs reduced by reducing manual scrutiny and routing.
Customers have no visible status for their requests. Even if you pay close attention to the customers request or issue, if they have no communication from you, they can not appreciate your efforts. As a result, they may be frustrated or they can place calls to several people in your organization to request an update. This generates additional work for your employees, because you take several calls related to the same problem.
Workflow automation can generate follow-up and status messages to your customers at predetermined steps along the way to resolution. Confirmation that you received their request is an excellent first step, but further communication when you work to solve the problem is welcome information to the customer.
These messages go far enough to create customer confidence in your service levels. They also enable more efficient operation within your service team when such communication is automated.
Collecting and setting up information for new customers is usually a repetitive process, often with several employees or departments. Sending information back and forth can lead to lost information and delays on business with the customer.
Workflow can handle the customer installation process more efficiently and consistently. Creation of information can trigger a notification to the next employee that their task is ready to work on. By automating process data, manual efforts are eliminated, and implementation is accelerated through the relevant departments. This improves data integrity and customer satisfaction.