Customer Service Workflow Automation - What You Need to Know
How to plan, build, and refine workflow automation and the technology you need to do it
Answer your most pressing questions about automating customer service workflows, including:
Ready to automate your customer service workflows?
Follow our step-by-step guide to:
- Decide which workflows to automate first
- Create a customer service process map
- Test, measure, and refine your automated processes
Why is automation important to customer service?
What Leaders Say About Automation for Customer Service
How do I decide which customer service processes to automate?
Your process for automating customer service can build over time. You don’t need to tackle everything at once. Instead, you can automate a few steps that are causing the most headaches for your team to manage manually.
Start by looking at a process that involves multiple teams and steps. Which steps are the most repetitive? How much time are your service agents spending on this process? Are there costs you’re losing because of inefficiencies? If you automate this process, or part of the process, will it help to move the needle on your goals, like customer satisfaction (CSAT) or employee experience? Any process that is frustrating your employees or customers is a prime candidate for automation — and a great place to start!
How do I map out which customer service workflows to automate?
“You really have to think about what the end goal is. Mapping a process requires thinking through every component and multiple departments or teams to make sure that it’s all very well connected. That’s the foundation that needs to be laid.”
How do I improve my customer service automation workflows?
Too often, automation efforts fall short because organizations don’t give enough attention to getting everyone on board. Avoid this mistake by testing your automated workflows and asking for feedback. Do people understand how to use the automated workflow? Does it work as planned? What was their experience? When you get buy-in early, it drives adoption.
Once you test, then measure any improvements to your customer service. Did you reduce the time it took to complete the process? By how much? Did it lead to a better employee experience? Possibly cost savings? If automation improved any of those metrics, congratulations! Communicate those results broadly. If you didn’t see the improvements you hoped for, you can always go back and investigate where to make adjustments.