For growing businesses, fielding every customer service enquiry effectively becomes more and more challenging. Having the proper tools will help your teams with a number of business processes, such as fielding common questions via an FAQ, routing requests to the right agent, ensuring that customers get accurate and speedy responses, and managing complex requests in a clean, simple manner.
As your customer base grows, you’ll need a way to scale your team’s efforts to serve more customers without sacrificing the speed and quality that are so important to delivering a great customer experience.
To do that, one of the most important steps to take is to develop an effective customer service process.
This guide will cover:
What a workflow is
- All businesses have an established set of processes for accomplishing tasks, based on experience and what works best for the company.
Why having a workflow matters in customer service
- Taking the time to be more purposeful about ways to optimise your existing process to scale comes with a number of significant benefits.
5 steps to improve operations
- These five steps will help you build new processes and automate tasks so that agents are as productive as possible and customers move through queues as quickly as possible.