Customer service workflow scenarios

Why improve customer service processes?

Workflow automation provides the following benefits in Customer Engagement Management.

• 90% greater year-over-year increase in first contact resolution rate
• 83% greater year-over-year increase in customer satisfaction rate
• 62% greater annual improvement in average customer profit margin
• 3.1x greater annual increase in employee engagement rate

Improve call center ticket resolution

Outstanding customer service requires customer contact centers to be highly responsive to customer issues, thorough and quick to achieve resolution. By automating call center processes, organizations can ensure that tickets are 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

Contact centers are made up of labor intensive, repetitive, high volume processes. Lost seconds on every call translates to higher costs, frustrated inbound callers, 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