Digital customer service solves new challenges-CMI Magazine

Traditional service dependence Manual process.Functions that can increase employees’ investment in management Large number of requests And lost the simplest problem in the system or between offices.

Now, with simple steps, you can change Customer Service Manual, They are irrelevant and inefficient, Digital workflow Ability to connect teams and departments throughout the organization.Can also be simplified and automation Repeat the process, thus eliminating the so-called “bottleneck“Enterprises can implement agents, starting with intelligent agents in customers, to assist customers and solve problems automatically. Work area, And then expand capacity through an automatic self-service mechanism.

I Better workflow Customer service is built on understanding What people want, why they want it, and how to provide them with objects of desire.There transparency Is the key, it is our responsibility to show us what our customers know about the company need.This helps to shift from providing services in a passive way to providing services in a certain way proactive, Through multiple contact channels and establish Confidence with customers. Success is based on trust, which starts with transparency.

Improve service from within

More and more business leaders realize that excellent customer service is not only about the end customer.The most eye-catching brands in customer service They are usually related to employees Same care They are used to customers.These companies provide the following systems Workplace Service Management Aims to create aStaff experience Very similar to apps or consumer websites, and cultivates a happier and more efficient work culture; recognizes that cultivating employee loyalty can cultivate decline Change jobs and cause More interactive interaction with customers.

Take advantage of the commonality of workflow

Regardless of the market area, in Customer service processIs it to help customers complete tasks, solve problems, or establish contact with resources.The details will be different, but Base point The services provided are the same.In many cases Work flow can be connected Not just the customer service team, Also with other business areas, Such as IT and operations.These common areas can be developed by using pre-built templates for customer service workflows: you don’t have to design the workflow from scratch, just Configure them as needed Specific business.

Start using customer service workflow

The transformation is Continuous process It’s not important to take a big step, but it’s important to take the first step.

First, you can perform some basic steps:

• Make a score Existing process
• personal I.D What can be improved
• To design improve
• plan Opportunities for future progress
• development of A way to continue to determine how to improve them
• set up Culture based on process optimization

These six steps can be summarized as a password: simplify! In fact, you must resist the urge to make things more complicated than necessary.

It is necessary to understand the key 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

Design your own workflow For digital customer service, it’s easy to use ServiceNow Workflow Editor.The tool is based on the interface Drag and drop For process automation Multiple steps.Each workflow contains a Activity sequence or seriesSuch as collecting customer inquiries, routing the inquiries to professional areas, reporting customer progress and reaching solutions.Graphical tools represent workflow Visually In the chart. 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 your own chart Improve customer service, This is also possible Make it a reality, Thanks to the powerful features of the workflow.

Article editor Antonio Rizzi, Senior Manager of Solution Consulting Current service