CRM workflows are sequences of actions that automate and streamline your customer support processes. They help you save time, improve efficiency, and deliver consistent service to your customers. In this article, we'll explore some of the most common CRM workflows for customer support and how they can benefit your business.
One of the most basic CRM workflows for customer support is creating and assigning tickets to your agents. This workflow can be triggered by various sources, such as email, chat, web form, phone, or social media. Depending on the criteria you set, the workflow can automatically assign the ticket to the right agent or team, based on their availability, skills, or workload. This way, you can ensure that every ticket is handled promptly and by the most qualified person.
- Escalation process: Automatically escalate unresolved issues to higher-level support or management. - Knowledge base integration: Access and share relevant articles or resources within the CRM for quick resolutions. - Reporting and analytics: Track support team performance, customer satisfaction, and identify areas for improvement. - Integration with other tools: Connect CRM with communication channels (email, chat) and productivity tools for seamless workflows. - Feedback management: Capture and analyse customer feedback to improve support processes and services. - SLA monitoring: Set and monitor Service Level Agreements (SLAs) for response and resolution times.
One of the most basic CRM workflows for customer support is creating and assigning tickets to your agents. Another common CRM workflow is prioritizing and escalating tickets based on their urgency, complexity or impact. Another workflow is resolving and closing tickets once they're solved. Another workflow is following up and retaining your customers after the ticket is closed.
Another common CRM workflow for customer support is prioritizing and escalating tickets based on their urgency, complexity, or impact. This workflow can help you sort your tickets into different categories, such as high, medium, or low priority, and set different service level agreements (SLAs) for each category. For example, you can define that high-priority tickets should be resolved within 4 hours, while low-priority tickets can wait for 24 hours. If a ticket is not resolved within the SLA, the workflow can automatically escalate it to a higher-level agent or manager, and send notifications or alerts to the relevant stakeholders.
A third common CRM workflow for customer support is resolving and closing tickets once they are solved. This workflow can help you track the progress and outcome of each ticket, and ensure that the customer is satisfied with the solution. For example, you can set up a workflow that sends a confirmation email to the customer when the ticket is resolved, and asks them to rate their experience or provide feedback. You can also set up a workflow that closes the ticket automatically after a certain period of time, or after the customer confirms that the issue is resolved.
Es claro, que está es una de las partes más importantes, ya que aquí es donde se establece la confianza de un cliente sobre el producto. Si un incidente se resuelve en los tiempos óptimos y aparte se cuenta con la satisfacción del cliente, se genera confianza en la herramienta y por ende una mejor percepción del producto
A fourth common CRM workflow for customer support is following up and retaining your customers after the ticket is closed. This workflow can help you build long-term relationships with your customers, and increase their loyalty and retention. For example, you can set up a workflow that sends a thank-you email to the customer after the ticket is closed, and offers them a discount, a referral program, or a free trial of a new feature. You can also set up a workflow that sends a reminder email to the customer after a certain period of time, and invites them to renew their subscription, upgrade their plan, or give a testimonial.
Esto es muy acertado, ya que se da una mayor experiencia al cliente y adicionalmente se puede evaluar si la solución planteada cubrió todas las expectativas, esto mejora bastante la experiencia del usuario
A fifth common CRM workflow for customer support is analyzing and improving your ticket performance and quality. This workflow can help you measure and optimize your customer support metrics, such as response time, resolution time, customer satisfaction, or churn rate. For example, you can set up a workflow that generates and sends a report on your ticket statistics to your agents or managers on a regular basis, and highlights the areas that need improvement. You can also set up a workflow that identifies and categorizes the common issues, problems, or feedback from your customers, and suggests solutions, actions, or recommendations.
A sixth common CRM workflow for customer support is integrating and automating your ticket system with other tools and platforms. This workflow can help you streamline and simplify your customer support workflow, and avoid manual or repetitive tasks. For example, you can set up a workflow that integrates your ticket system with your email, chat, phone, or social media channels, and syncs the data and conversations across them. You can also set up a workflow that integrates your ticket system with your CRM, marketing, sales, or billing tools, and updates the customer information and status across them.