Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

5 Tips for Improving Your Customer Support Operations with Workflow Automation | Novo Solutions

180 views

Published on

Learn how customer support software providers are applying the benefits of workflow automation to their applications to improve service, enhance productivity, and simplify the process for both employees and customers.

Published in: Software
  • Be the first to comment

  • Be the first to like this

5 Tips for Improving Your Customer Support Operations with Workflow Automation | Novo Solutions

  1. 1. 5 Tips for Improving Your Customer Support Operations with Workflow Automation
  2. 2. With Workflow Automation, the person or department best suited to handle each task receives prompt and reliable notification.
  3. 3. No lost notes, nothing lost in translation from one individual to the next, and no customers left hanging.
  4. 4. Check out these 5 Tips for: Improving Customer Support with Workflow Automation
  5. 5. 1. Automate Email-to-Ticket Conversions
  6. 6. 1. Automate Email-to-Ticket Conversion PROBLEM: Customers email businesses with support issues and requests. Requests may have to be copied and pasted into your customer support software system for assignment and resolution.
  7. 7. 1. Automate Email-to-Ticket Conversion PROBLEM: Customers are left waiting for a response to their request while manual processes are being performed, causing delays in servicing the customer.
  8. 8. 1. Automate Email-to-Ticket Conversion RESOLUTION: Workflow Automation: • Receives the email from your customer • Automatically creates a support ticket • Assigns it to the appropriate team to respond, and • Confirms receipt by emailing your customer
  9. 9. 1. Automate Email-to-Ticket Conversion RESOLUTION: Workflow provides improved customer satisfaction, reduces manual processes, and speeds resolution of service and support requests!
  10. 10. 2. Automate Support Requests and Ticket Routing
  11. 11. 2. Automate Support Requests and Ticket Routing PROBLEM: Manual review of tickets to determine the best resource for response and resolution causes delays.
  12. 12. 2. Automate Support Requests and Ticket Routing RESOLUTION: Workflow can determine the right assignment for the ticket. • Efficiency is improved. • Customer service is enhanced. • Costs are reduced.
  13. 13. 3. Automate Service Level Tracking
  14. 14. 3. Automate Service Level Tracking PROBLEM: Multiple sources of requests, i.e. phone, email, and notes increase the chance of losing a request.
  15. 15. 3. Automate Service Level Tracking PROBLEM: Lost or misplaced information can generate delays in responding to requests and may violate service level agreements.
  16. 16. 3. Automate Service Level Tracking RESOLUTION: Workflow escalations automatically identify tickets that are about to exceed specific service levels. Powerful reporting tools allow management to track and measure success in meeting these timelines.
  17. 17. 4. Automate Communication
  18. 18. 4. Automate Communication PROBLEM: Customers have no status visibility to their requests and in frustration place calls for updates.
  19. 19. 4. Automate Communication RESOLUTION: Customer support software with workflow automation generates status messages to your customers along the way, establishing confidence in timely resolution.
  20. 20. 5. Automate New Customer Implementation Process
  21. 21. 5. Automate Tracking of Your New Customer Implementation Process PROBLEM: Setting up information for new customers typically involves multiple employees or departments. Passing information back and forth can lead to lost information and delay.
  22. 22. 5. Automate Tracking of Your New Customer Implementation Process RESOLUTION: By automating the process tasks, manual efforts are eliminated, and the implementation is accelerated through the departments involved.
  23. 23. Since 1999, it has been our passion to help businesses simplify their work and improve efficiency. Our suite of technical and customer support software helps our clients resolve issues more quickly, improve their internal process, communicate with their customers, all while reducing errors and costs.
  24. 24. ShareNet, our 2nd generation software platform, has taken request tracking to the next level allowing our customers to track virtually anything, from anywhere. The system can be utilized by multiple departments such as IT, service management, or customer support teams.
  25. 25. Contact Novo Solutions for more details on how we can provide flexible, leading-edge customer support and knowledge management solutions for your business. Learn More sales@novosolutions.com www.novosolutions.com

×