Solve new business challenges through digital customer service

Antonio Rizzi, Senior Manager of Solution Consulting Services now

Traditional services rely on manual processes. This feature can increase the commitment of employees to manage a large number of requests and make the simplest problems disappear in the system or between offices.

Nowadays, with simple steps, it is possible to transform incoherent and inefficient manual customer service processes into streamlined digital workflows that can connect teams and departments throughout the organization. It can also simplify and automate the repetitive process, thereby eliminating the so-called “bottleneck.” Organizations can deploy agents to help customers and solve problems automatically, starting with smart agents in the workspace, and then expanding capacity through automated self-service mechanisms.

The best customer service workflow is based on understanding what people want, why they want it, and how to provide them with the objects they want. Transparency is the key, and it is our responsibility to show us that our customers understand the company’s needs. This helps to build trust with customers through multiple channels of contact, from providing services in a passive way to actively providing services. Success is built on trust, which starts with transparency.

Improve service from within

More and more business leaders realize that high-quality customer service is not only about the end customer. Brands that stand out in terms of customer service usually care about the same as employees who treat customers. These companies provide workplace service management systems that aim to create an employee experience similar to consumer apps or websites, and cultivate a happier and more productive work culture; recognize that cultivating employee loyalty will lead to fewer workers changing jobs, And lead to more interactive interaction with customers.

Take advantage of the commonality of workflow

Regardless of the market area, there are many things in common in the customer service workflow, whether it is helping customers complete tasks, solving problems or establishing connections with resources. The details will be different, but the basis of service delivery is the same. In many cases, workflow not only connects the service team with customers, but also connects with other business areas such as IT and operations. These common areas can be leveraged using pre-built templates for customer service workflows: you don’t need to design the workflow from scratch, you only need to configure it for specific business needs.

Start using customer service workflow

Transformation is a continuous process. It is not important to start with a big step, but it is important to take the first step.

First, you can perform some basic steps:

1. Evaluate existing processes
2. Identify areas for improvement
3. Design improvements
4. Plan future development opportunities
5. Develop systems to continue to determine how to improve them
6. Build a culture based on process optimization

These six steps can be summed up as a password: simplify! In fact, you must resist the urge to make things more complicated than necessary. It is necessary to have a good understanding of the main points of the organization, consider the services provided and the goals you want to achieve, so as to build a model that involves all people without having to rely too much on existing processes, because they may not be able to provide the right services .

Easily design digital workflows

Use the ServiceNow workflow editor to easily design your own digital customer service workflow. The tool relies on a drag-and-drop interface to automate multi-step processes. Each workflow consists of a series of activities or a series of activities, such as collecting customer inquiries, routing the request to a professional field, notifying customers of the progress and reaching a solution. Graphical tools visually represent the workflow in the diagram. It displays activities in the form of boxes and is marked with information about the activities, while the steps between activities are displayed in the form of lines connecting the boxes. In other words, if you can imagine a diagram of improved customer service, you can turn it into reality with the help of the power of workflow.