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.
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 |
Average response time
Resolution time
Customer satisfaction score
Number of inquiries resolved on first contact
Action: Regularly review workflow efficiency and customer feedback to identify areas for improvement.
Responsible Party: Customer Service Manager.
Frequency: Quarterly.
Templates
Templates