WORKFLOW WORKSHOPS

Support Workflow Workshops

An end to end audit from the perspective of an end user of your product from case creation to collecting the CSAT and CES.

Routes to Customer Experience (How do your clients reach you?)

Finding the answer (Can the answer be found on your site without talking to someone?)

Follow Up on open cases (How can I get updates on any cases I've already opened?)

A full audit of the Agent experience to streamline the workflows and make the best use out of available resources.

Case assigning (Making sure the right case gets to the right Agent)

Scheduling

Escalations (Sending cases to a higher tier including Engineering)

Reporting on Agent KPIs