Yesterday, I shared with you the Sales and Marketing Process Maps that Salesforce.com created. Today, I will enlighten you with outstanding Customer Service and Support Process Maps that will help to refine and streamline your support process with Customers.
These support business process maps illustrate the flow of communication from customers to your support reps throughout all of the mediums, such as Online Inquiries, Telephone communication, Email Support and Call Sales. A lot of this initial communication can be automated and tracked without any support rep intervention with the use of tools, such as Web-to-Case, Email-to-Case, CTI Integration with apps such as Skype from the Salesforce.com AppExchange and more. All communication between customer support representatives using Salesforce.com and the customer can be completely tracked within the tool. I can help you set this up for your company!
Of course, these process maps include recommended KPI’s and metrics for tracking your support center within SFDC.
Take a look at the following service process maps below in both PPT and PDF format. Enjoy!
Tags: business process, customer service, process maps, service, service cloud, support
Posted in Business Analysis, Salesforce.com, service, service cloud | 1 Comment »