Describing Company Customer Service Process Using Flowcharts

by | Jun 25, 2020 | Customer Service | 0 comments

“Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard

Elementary practices in modern commerce find expression in a variety of planes – these include technical, technological, operational, strategic, commercial, and customer service norms, standards, systems, and practices. Servicing the different needs and requirements of customers is of special importance in every industry, primarily owing to effects on commercial relationships with clients and customers, the expansion of business interests and operations, the sale of new products and services, soliciting feedback, opinions, and reviews from buyers, and maintaining the integrity of commercial brand reputations. In this context, the customer service process assumes critical relevance to every aspect of modern business and industry. The expanse, depth, and functionality of such processes helps determine business success – therefore, these must find detailed expression inside flowcharts and similar illustrations. This choice of action enables the design of enlightened customer service paradigms – it also equips and empowers the modern enterprise to integrate itself tightly with customers’ aspirations, their plans for the future, and their momentum in varied market landscapes.

Global telecommunications-based customer service process must navigate an expansive route to attain perfection in terms of conforming to the evolving requirements and rising expectations of modern clients and customers. An instance of such a focused regime could include constant training and evaluation of staff persons employed by service providers, efforts to improve the norms of global service delivery, intelligent interventions that improve outcomes for in-house staff training programs, developing a professional work environment in operations area, instituting a range of follow-up actions in the aftermath of conversations and interactions with customers, sensitizing managers and supervisors to the need for two-way communication with employees, deploying monitoring mechanisms to elevate the quality of customer interactions, and more. These elements, when positioned inside flowcharts allow the customer service process to flourish, gain productive form, and enrich the impact on customers by said enterprise.

Customer research comprises a critical, significant stage of formulating the contours of a modern customer service process. This form of contemporary investigation allows business operators to gain deeper understanding of markets, generate insights into consumer behavior, stay abreast of customer preferences, and develop/fashion new products and services for buyers and clientele. A competent customer research framework comprises acts that collect data and information on demand and supply trends in markets, brainstorms techniques to generate higher quanta of demand for goods and services, analyzes the actions of the competition, locates information gaps between producers and consumers, generates stacks of data related to consumer (requirements, sentiment, and preferences), helps expand the market share of the sponsor enterprise, and other such activities. Ultimately, such actions boost the supply of verified information to key decision makers inside the modern enterprise. Flowcharts can assist in developing the facets of such calibrated campaigns, thereby imparting high levels of visual representation to the moving parts that drive customer service process.

Technology and technology-driven platforms drive an outsized impact on the modern customer service process. This assertion stems from the imperative – modern enterprises must cater to expanding segments of customers that include millions of potential consumers in local, regional, and global markets. In such scenarios, tech-enabled platforms empower operators to generate rapid responses to customer enquiries or complaints, track customer orders in real time, present product information with clarity to customers across multiple channels, promote commercial interactions with potential buyers on 24×7 basis, deliver a more personalized experience to individual customers, create a range of relevant offers based on preferences and recommendations of buyers and customers, deliver high-quality engagement after concluding a sale to buyers, and more. However, certain constraints appear in the form of costs and effort that attend the selection, implementation, and sustained operation of various technology platforms. Therefore, operators of business can deploy flowcharts to illustrate, balance, and position these elements in an overtly visual platform.

Intelligent business operators and proprietors of enterprises must invest in developing customer satisfaction surveys as part of implementing a deep and expansive customer service process. The intent is to extract key information related to prevailing trends in customer sentiment and deploying the information to improve business services, frame and implement additional stances, generate greater traction with customer segments and consumer communities at multiple levels, and assess the level of brand loyalty among buyers of all hues. Pursuant to this, operators could design flowcharts to strategize the structure of surveys through campaigns premised on social media platforms, voice-driven conversations with buyers, polls embedded in Internet landing pages, surveys conducted by market research organizations, questionnaires framed by independent consultants, and feedback from trade folk such as suppliers, sellers, vendors, stockists, retailers, and other stakeholders. Essentially, these surveys allow enterprises to keep the proverbial ear to the ground, reinforce critical elements of extant customer service paradigms, and fashion new techniques to woo clientele.

Research indicates, “roughly 84% of organizations working to improve customer service report an increase in revenue.” This represents a significant finding, one that must resonate in the minds of corporate honchos and echo in the highest echelons of organizational hierarchy. Pursuant to this, businesses could choose to overhaul sections of operational customer service process. For instance, privately owned utilities that generate and supply electricity to consumers in urban and semi-urban areas could design and implement digital interfaces that offer up-to-the-minute information about power tariffs and electricity consumption to individual consumers. This stance marks a major shift in legacy norms that dominated the idea of customer service, positions the organization as a customer-friendly service entity, promotes transparency in operational matters, and empowers mechanisms for fast troubleshooting and effective resolution of customer complaints. Interesting insights could emerge when organizational planners co-relate such actions with revenue trends, thereby validating the efficacy of such techniques to drive and promote effective customer service process.

Consumer confidence in a brand – and the subsequent goodwill generated by customer recommendations – helps build a compelling business case for organizations to invest in streamlined customer service process. This stems from market observations that indicate, “Following a positive customer experience, 69% of buyers would recommend the brand/company to others.” In line with this, contemporary businesses could fashion flowcharts with the intent to boost consumer confidence in their offerings. Strategies could include stellar customer service process, interesting choice of products, deep sub-categories of popular product lines, high refresh rates of stocks at retailer locations, seasonal discounts, special packages for bulk buyers, regular brand communication (via email, text messages, social media handles), smooth product return mechanisms, and other such tactics. Such strategies allow brands to gain pole position in buyers’ perceptions and worldviews, build enduring brand legacies, and inspire fanatic brand dedication among certain categories of buyers. The net effect manifests in heightened brand conversations in digital media platforms resulting in larger numbers of recommendations from satisfied users.

An accurate reading and nuanced assessment of these ideas could inspire business organizations to expand depth and scope of customer service mechanisms. The design process of said mechanisms must incorporate viewpoints that emanate from process specialists, market researchers, academic sources, external consultants, vendors, customers, and members of executive management. Designers must apply themselves to craft various techniques inside flowcharts. Re-visions, re-engineering, and re-visits must comprise part of a painstaking creative process. However, expert implementation remains the sole factor that can guarantee the steady stream of benefits that flows from enlightened instances of driving modern customer services.

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