5 Suggestions for Improving Your Consumer Assistance Operations With WorkFlow Automation

Apr 24th 2019 at 8:56 AM

Why Implement Work Flow Automation?

Workflow automation does just what the name implies: it basically automates your workflow processes. Have you ever taken a buyer or service contact, made a record of it, then either misplaced or dropped the ball around the request? That doesn't make for happy buyers, or build optimistic business relationships, to say the least. But we have all skilled such scenarios each around the calling and getting end. Get much more information about zapier experts

With workflow automation, smart routing and assignment choices could be created to facilitate a smooth operation and consistent service levels inside your client help teams. The appropriate particular person or division that is definitely ideal suited to handle every job quickly and effectively receives prompt and reliable notification. No lost notes, nothing at all lost in translation from one individual for the next, and very best of all no clients left hanging, waiting to get a response that never comes!

Consumer assistance software providers are applying the benefits of workflow automation to their applications to enhance service, improve productivity, and simplify the method for both employees and prospects.

1. Automate mail-to-Ticket Conversion


It is increasingly frequent in today's internet-enabled business world for prospects to straight e-mail businesses with help challenges or info requests. Generally these messages are routed to a popular mailbox at the receiving company, where an employee evaluates the request and either forwards it for the group they believe need to respond, or it might be copied and pasted into a ticketing system for assignment and resolution.

Meanwhile, consumers are left waiting for a response to their request though manual processes are being performed in the business. This can bring about delays in servicing the buyer, add business expense from labor fees associated with the manual review of emails and entry of tickets, and in the end produce poor customer service as well as lost revenue.


Customer assistance software with workflow integration will receive the e-mail out of your consumer, automatically make a help ticket, assign it towards the suitable group to respond, and confirm receipt by emailing your consumer. This gives improved consumer satisfaction, reduces manual processes, and speeds resolution of service and support requests.

2. Automate Help Requests and Ticket Routing


Client requests may very well be categorized on receipt, but delays can happen in routing the requests to the correct individual or division to resolve them.

Manual review of tickets to identify the top resource for response and resolution causes delays. This could bring about a lack of response by way of misdirected or lost tickets. Management, monitoring workloads and technician activity, may not have visibility of a ticket that is definitely assigned incorrectly or routed for the wrong group.


Client help software with automated workflow can ascertain, by category, the ideal assignment for the ticket. According to categories for example 'email' or 'lost order' the ticket is often forwarded towards the suitable group or technician that could speedily respond towards the problem.

Efficiency is improved, customer service is enhanced, and charges are lowered by means of reduction in manual review and routing.

3. Automate Service Level Tracking


There may very well be many sources of service requests: phone, e mail, even hand-written notes from other employees. It is easy to lose track of an occasional request, no matter how a great deal you worth good customer support levels.

Lost or misplaced information and facts can produce delays in responding to such requests and could violate contractual commitments for service level agreements. The daily managing of requests and resolution timelines is a challenging balancing act for assistance teams, which can outcome in poor outcomes if promised service levels will not be maintained.


Establish precise workflow escalations that automatically identify tickets which are about to exceed distinct service levels (i.e. if a ticket has not been responded to within 2 hours, e mail a supervisor to react with urgency). Effective reporting tools enable management to track and measure their success in meeting these timelines, define trouble places, and make improvements where important.

4. Automate Communication


Prospects have no visibility to the status of their requests. Even though you're providing complete attention for the customer's request or difficulty, if they do not have any communication from you, they can not appreciate your efforts. Consequently, they might turn out to be frustrated, or they may very well be putting calls to a number of people within your organization to request an update. This generates further work for the employees, as a consequence of taking various calls related towards the exact same situation.


Workflow automation can generate follow-up and status messages for your customers at predetermined steps along the solution to resolution. Confirmation that you received their request is usually a wonderful 1st step, but extra communication as you perform to resolve the challenge is welcome information and facts towards the customer.

These notifications go a extended way toward establishing client confidence inside your service levels. In addition they make for any extra effective operation within your service team when such communications are automated.

5. Automate Tracking of the New Buyer Implementation Course of action


Gathering and establishing info for new customers is ordinarily a repetitive process, normally with several employees or departments involved. Passing data back and forth can bring about lost details and delays in carrying out business with the buyer.


Workflow can handle the buyer setup procedure additional effectively and regularly. Creation of information and facts can trigger a notification for the next employee that their activity is prepared to be worked on. By automating the approach tasks, manual efforts are eliminated, and the implementation is accelerated through the departments involved. This improves data integrity and client satisfaction.

Novo Solutions - Your Answer for Operate Flow Automation

Considering that 1999, it has been our passion to help businesses simplify their perform and improve efficiency. Our suite of technical and client support software assists our clients resolve difficulties additional quickly, increase their internal process, communicate with their shoppers, all whilst minimizing errors and fees.

The integration of workflow automation in our customer help software has been a revolutionary tool in improving productivity in help operations. ShareNet, our 2nd generation software platform, has taken request tracking for the next level enabling our consumers to track practically anything, from anyplace. The system may be utilized by many departments which include IT, service management, or buyer assistance teams.

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