Operational Workflow
Operational Workflow
I. Introduction
This workflow outlines the process for managing customer service inquiries from receipt to resolution within [Your Company Name]. The goal is to ensure that all inquiries are addressed efficiently, leading to high customer satisfaction.
II. Steps
|
Step |
Action |
Responsible Party |
Tool/ Platform |
|---|---|---|---|
|
1. Receiving Inquiries |
Customer submits an inquiry via email, phone, or online form. |
Customer Service Representative (CSR) |
CRM system |
|
2. Logging Inquiry |
CSR logs the inquiry into the CRM system, categorizing it based on the issue. |
CSR |
CRM system |
|
3. Acknowledging Receipt |
CSR sends an acknowledgment email to the customer with an estimated response time. |
CSR |
Email system |
|
4. Assigning Inquiry |
CSR reviews and assigns the inquiry to the appropriate team or specialist. |
CSR |
CRM system |
|
5. Resolving Inquiry |
Assigned team or specialist provides a resolution and updates the CRM system. |
Specialist/Team |
CRM system |
|
6. Communicating Resolution |
CSR contacts the customer to provide the resolution or request more information if needed. |
CSR |
Email/Phone |
|
7. Closing Inquiry |
CSR updates the CRM system to close the inquiry once resolved. |
CSR |
CRM system |
|
8. Follow-Up |
CSR conducts a follow-up survey or call to ensure satisfaction and gather feedback. |
CSR |
Survey tool/Phone |
III. Key Performance Indicators (KPIs)
-
Average response time
-
Resolution time
-
Customer satisfaction score
-
Number of inquiries resolved on first contact
IV. Review and Improvement
-
Action: Regularly review workflow efficiency and customer feedback to identify areas for improvement.
-
Responsible Party: Customer Service Manager.
-
Frequency: Quarterly.
