Customer Service and Support Process in Salesforce.com
Written by ShamrockCRM on July 14, 2009 – 9:23 pm -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!
Download these process maps in PPT or PDF
Related posts:
- Sales and Marketing Process Maps
- Service Cloud 2 Detailed Feature Descriptions
- Salesforce.com Goes Social
- All Companies have a sales process, even yours
- Lead Management – Sales Lead Definitions
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Posted in Business Analysis, Salesforce.com, service | 1 Comment »
By Eric on Jan 11, 2010 | Reply
Yes Salesforce allows you to create cases using all the customer touch points but there does not appear to be a way to track all customer communication across all touch points in one thread. How do you over come the fact that email and case comments are tracked separately?