Introduction

A workflow is a series of sequential tasks that need to be executed in order to complete a particular goal. It starts with one action that leads to another action, that gets split into two possible actions, and so on.

Regardless of what industry you're in or what kinds of products and services you sell, your customer is the most important part of your business. Without the customers, there is no business to run. However, developing a workflow involving customers in a business is not a small feat because the customer is also an integral part of the workflow, but they are often not involved to take participation directly because of the following reasons:
  • Needs an additional customer login - Additional cost
  • Needs to download an app even for a one of a task - additional effort
  • Too much to learn instead of asking for just what they need to do - Need of high IQ
  • No proper update on the progress

If you do it with internal employees to get rid of these issues, it may cause conflicts, inconsistency in data entry, room for errors, improper information recorded, privacy issues, etc. Due to all these reasons, managing workflow could become more complex when you are relying on outdated manual processes. This results in dissatisfied customers who will end up taking their business elsewhere.

Customers just want to be heard, understood, and have their problems solved. But this all needs to be done on time. The customers expect a response to their customer service question, concern, or complaint within a short period. You can get this process done quickly with workflow automation. It enables the customers to take an active part in the workflow to provide information, review progress, and track closures without having to have an explicit login to the system. This saves time, money, the need to learn complex systems and drastically reduces reliance upon communication and tracking tools. It's a great solution to improve customer satisfaction, customer retention, and increase revenue.

The below use cases will help you understand various ways where you can engage a customer to participate in the workflow without them having a login. These workflows are automated and don't need manual efforts to send notifications, ticket creation, agent allocation, capture feedback, etc. This document will show you how to handle these scenarios in detail. Broadly there are three scenarios.
  • Customer Issue Resolution Process Flow

    This is a touch-less process where a customer initiates the service request by scanning a QR code or sending an email, assigning it to an agent, and getting the entire process completed.

  • Customer Application Process Flow

    One of the internal employees imitates the process where a customer gets an alert via an email or SMS, the customer fills the rest of the data, data gets validated, and the task gets completed.

  • Customer Review Process Flow

    One of the internal employees fills the entire data where a customer gets an alert via email or SMS, the customer validates and signs off for further processing.

  • Customer Service Process Flow