Reasons to improve your Customer Service Processes
Workflow automation provides the following benefits in Customer Engagement Management
Processes to Automate
Improve call center ticket resolution
When organizations automate their call center processes, tickets will be resolved in a timely, attentive and respectful way.
Use the Nintex Workflow Platform to:
- Quickly capture relevant information on a customer issue and route tickets to the appropriate specialist
- Quickly locate, assess and update the status of support tickets
- Integrate with knowledge bases to provide faster and more accurate responses
Optimize call center processes
Call centers are made up of labor intensive, repetitive, high volume processes. Lost seconds on every call translates to higher costs, bad and inconsistent customer service and lost sales.
Use the Nintex Workflow Platform to:
- Build a knowledge management system for the call center staff to research and resolve customer issues including identity verification, question clarification and issue escalation
- Assign tasks to employees
- Forecast call volumes, make service level adjustments and schedule service employees
Capture feedback
Survey results from customers, partners, or employees provide organizations with invaluable information, yet paper-based surveys can easily be lost or inadvertently thrown away. Automating a survey or feedback process ensures that insights and feedback are digitally captured and sent to the right people in the organization.
Use the Nintex Workflow Platform to:
- Create and schedule Net Promoter Score surveys that capture feedback on a regular cadence (i.e. 60/90 days post-purchase)
- Route survey information to the right people in the organization
- Store the survey data in a central, secure repository
Improve constituent engagement with streamlined communications
Cutting through the communications clutter that constituents and agencies are exposed to regularly is no easy task and can require a customized communications strategy. Improve constituent engagement by targeting communications and addressing audiences in a timely manner.
Use the Nintex Workflow Platform to:
- Streamline document management systems
- Protect confidential information
- Reduce manual, paper-based communications
