Fast response times, a thorough understanding of every detail, and prompt problem resolution are essential to complaint management. If our organization's operations are poorly structured, customers will soon notice when their complaints are handled. Long waiting times and unsatisfactory answers are clear indicators of inefficient business operations.
Receiving Reports
In a larger organization, where several people may handle a report, the first and most important task is to allocate resources appropriately. This requires an accurate understanding of everyone's availability and remaining capacity. If incoming requests are assigned to the wrong people, customers may face long waits before their problems are resolved. A workflow management system can automate this allocation entirely, using the available data as soon as a report arrives. Simply distributing incoming requests among staff is not enough. They also need to be sorted by task category, which makes it relatively straightforward to determine priorities.
Storing Customer Data and Details
In most cases, it is important to link records to specific customers and make all information related to each request available in a clearly structured system. A workflow management system can help with this too, particularly when connected to an online form that customers can access and that ensures certain data is provided. In customer service operations, the workflow management system also enables direct data entry and validation, so information collected during a phone call can immediately be recorded in the right place.
Maintaining a Record of Solutions
Lightning-fast response times are of little value in complaint management if the agent handling the case is unfamiliar with the service details and the solutions to potential problems. Naturally, no agent can know every detail by heart when dealing with complex issues. This is why a reliable system is needed to keep a record of all known problems and their solutions.
Adding New Problem Types
If the same new, previously unseen problem affects several customers, it can be important to save and categorize these cases for future reference. The data collected in this way can significantly speed up the handling of future complaints. This system provides the flexibility this area may require.
Forwarding Complaints Within the Company
Many problems may require the involvement of another party, such as a different department or a subcontractor. Rather than contacting these participants by phone or through another method that cannot be tracked, we want our established system to provide a way to notify them, including all task details and deadlines. In a workflow management system such as xFLOWer, simply changing the person responsible for a task is enough to notify them immediately. The recorded task already contains all the relevant details they need.
Summary
With a properly structured system, a significant proportion of complaint management processes can be automated, while tracking tasks that require manual work becomes simpler. At Click On, we have already helped numerous businesses move away from operations built on outdated, poorly designed processes. After developing optimized processes, we support our customers with our own software and ongoing assistance to help their businesses become truly efficient.
Customer Service – More Efficient Service Through Workflows
Customer service involves a wide range of tasks, as substantial amounts of customer data are processed, usually generating further actions. Organizing these tasks into automated workflows significantly speeds up service delivery and reduces training time to a fraction of what it was.
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