Key Benefits of Agent Facing Guided Workflow

• Increase in Agent’s Efficiency: Guided workflows provide clear and concise steps for resolving customer inquiries, reducing the time and effort required by agents to resolve customer issues on the first contact

• Consistency in Brand Response: Guided workflows ensure that customer service agents follow the same steps and procedures, leading to reliable and effective resolution of customer inquiries.

• Reduction in customer complaints: Guided workflows reduce the risk of human error and ensure that all necessary steps are followed, improving the quality of customer service and the chances of customer complaints.

• Better Training for Agents: Guided workflows make it easier for new customer service agents to learn and follow procedures, reducing onboarding time and improving performance.

• Increase in FCRs: Guided workflows help agents resolve customer inquiries more quickly and effectively, leading to an increased number of queries that can be resolved on first contact.

• Decrease Cost per contact: By streamlining processes and reducing the interaction time required to resolve customer inquiries, guided workflows decrease the total cost per contact.

• Channel Agnostic Workflows: Guided workflow helps agents to provide a consistent brand response across all types of channels. Channel specific changes in workflows are also possible. 

Use cases of agent-facing Guided Workflow

• Taking Service Request - Automatically creating service tickets based on customer interactions through multiple channels, such as phone, email, or chat. It also empowers agents to service the agents then and there itself. 

• Raising Complaints - Allows agents to address customer grievances by raising complaints and routing them to the appropriate teams. The functionality to raise this ticket for external systems via APIs also exists.

• Guided Troubleshooting - Guided workflows can be used by agents to help customers with troubleshooting by providing step-by-step instructions and relevant information to assist in resolving a particular issue. These workflows are often based on previous solutions to common problems 

• Customer information retrieval - Quickly fetching customer information such as contact details, previous interactions, and purchase history to assist agents in resolving issues more efficiently.

• Internal Process Automation - Guided workflows can be integrated with rules engines and macros to automate tasks like adding cases to a queue, sending communications, and setting custom field values. This improves efficiency, reduces errors, and allows agents to focus on more complex tasks.

• External System Routing - Guided workflows can use SSO and deep links to access external systems, making it easier for agents to perform processes required for resolving customer issues.

• Lead Management - Guided workflows allow agents to create leads and follow up on leads to ensure upsell/cross sell opportunities are not missed.