Customer service - enhanced process-based support
Tasks in customer service are diverse, often involving the processing of substantial customer data, which, in turn, may generate additional tasks. Structuring these tasks within an automated process substantially accelerates service delivery and drastically reduces training time.
Elevated customer experience through streamlined operations
Addressing customer needs
With xFLOWer, not only can the recording of errors and complaints be handled, but the resolution and administrative process can also be initiated immediately upon notification, following a pre-established business protocol.
The system's processes provide the option to engage employees from different organizational units or even external partners. For instance, if a subscriber reports a malfunction, the maintenance colleague or partner can be promptly alerted, streamlining the entire process.
The management of assistance-type claims follows similar process. For example, in the case of reporting a home insurance claim, the repair specialist can immediately go to the site, or the system can automatically select the nearest and soonest available specialist to the notifier.
Front and back office solutions
In the course of customer service duties, it is essential to have support systems in place during interactions with customers. These systems should facilitate swift administration, ensure timely and appropriate responses, and furnish administrators with all the necessary information.
Back-end operations are equally crucial to front-end activities. Effective communication is futile if the fulfillment of customer requirements is hindered by complex or sluggish processes - in such cases, ensuring customer satisfaction becomes uncertain!
The back-office modules of xFLOWer provide a comprehensive solution to these issues.
Task allocation and quality assurance
The system can document the specific skills needed by employees for each process step. It enables the identification of which employees possess which skills and also allows for the tracking of individual colleagues' workloads.
The system can automatically assign specific tasks to colleagues who are capable of completing them and have an appropriate timeframe available for the task.
xFLOWer enables the implementation of the quality assurance policy and the assessment of colleagues. This ensures the adherence to the company's quality assurance standards, guaranteeing a high standard of customer service and transparent oversight.