Take advantage of the commonality of workflow
Regardless of the market area, There are many commonalities in the customer service workflowIs it to help customers complete tasks, solve problems, or establish 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. You can use pre-built templates for customer service workflows to take advantage of these public domains: 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 the existing process;
2) Identify areas that can be improved;
3) Design improvement;
4) Plan future development opportunities
5) Develop a system to continue to determine how to improve them;
6) Establish a 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.
The main points must be understood Where the organization is, Please consider the services provided and the goals you want to achieve, so as to build a model that involves all people without being too closely linked to existing processes, because they may not be able to provide the right services.
Design digital workflows in a simple way
Designing your own digital customer service workflow can be simple, Use the ServiceNow workflow editor. 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 progress and reaching a solution. Graphical tools visually represent the workflow in graphics. It displays activities in the form of boxes and is marked with information about the activities, and 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.
Antonio Rizzi, Senior Manager of Solution Consulting Services
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