For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the proper tools will help your teams with a number of business processes like fielding common questions through an FAQ, routing requests to the right agent, ensuring 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’s 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 time to be more intentional about ways to optimize 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.