Workflows: Command Center for Automated Customer Service




In the upcoming era of customer service, AI and automation will be crucial tools for support staff. Workflows is a new product we’re introducing today to all new customers, giving you a better method to create and control automation at scale.

 

With the introduction of a new generation of AI-powered customer service technologies, such as SimpSocial’s AI bot, more customer inquiries will be resolved without the need for a support agent than ever before. This gives support employees more time to concentrate on what they do best: handling difficult problems and providing first-rate customer service.

 

“Workflows offer opportunities to bring you to the next level, no matter where you are in your automation journey.”

 

Along with this, powerful automation is essential for lowering the volume of inbound support requests, boosting team productivity, and improving customer satisfaction. But developing an automated plan that achieves these advantages has typically been difficult and time-consuming; choosing the correct triggers and putting together the right set of actions takes a lot of work to get right.

 

That’s why we created workflows—your automation mission control.

 

Workflow is an intuitive visual builder that makes it simple for your team to construct and manage robust automation using bots, triggers, conditions, and rules that produce outstanding customer and teammate experiences. It is currently available to all new clients, and it will very soon be available to current customers as well.

 

Make automation sequences that take the place of routine or predictable tasks, such as conversation routing and closing. In the end, Workflows will assist you in increasing self-serve resolutions and scaling the performance of your team without adding more work or personnel.

 

Why are Workflows so effective?

Without a code: Workflows enable anyone, regardless of technical skill level, to design and deploy automation in minutes thanks to straightforward building blocks and a point-and-click interface.

 

Powerful and adaptable: Use Workflows’ expanded arsenal of conditions, actions, and triggers to design and personalize self-serve journeys that are useful for your customers and your team. You select where automation support starts and stops, as well as when a smooth handoff to your staff is necessary.

 

Efficiency gains for the team: Workflows provide the opportunity to rapidly and easily automate repetitive or predictable tasks, regardless of where you are on your automation path. Create automated processes to triage, route, tag, snooze, and ultimately finish out interactions using the visual builder to introduce seamless efficiency at each stage of your customer support experience.

 

All of your support automation and bots in one place: Workflows make it simpler than ever for your team to manage, create, and deploy all of your automation and bots.

 

Simple to scale: With Workflows’ multilingual and omnichannel automation, you can reach your customers wherever they are and quickly address their problems on SimpSocial’s Messenger, WhatsApp, SMS, email, social media, and more in any of the 43 supported languages.

 

Start using Workflow templates and create effective automation to provide results that matter.

Don’t worry if you’re wondering, “Sounds great, but where do I begin?” There are several pre-made templates available in Workflows that cover a variety of high-priority use cases. Let’s examine some of the most common templates and the metrics they can influence for your team.

 

1) Boost efficiency by sending consumers straight to the appropriate support team

Your clients can speak to the person most qualified to assist them immediately by being divided into groups depending on their kind, language, activity, or any other characteristic.

 

Metrics influenced:

 

* CSAT

* First response time

* Time to resolution

* First contact resolution

 

2) Simplify your inbox by contacting inactive clients.

Keeping in touch with inactive consumers might take a lot of time. Utilize this template to automate the procedure and send an automatically generated reminder to inactive clients, reminding them that you’re still available to solve their problems and improving the way you handle your backlog.

 

Metrics that affected

 

* Time to resolution

* CSAT

* Ticket volume

* Resolution rate

* Reduced backlog

 

3) Improve customer satisfaction by giving priority to chats while awaiting a teammate’s response.

Don’t let talks get lost in the shuffle. Customers who have been waiting for a response for a while will automatically receive a message explaining that your team is busy, and the conversation will be prioritized so that you may respond as quickly as possible.

 

Metrics that affected

 

* CSAT

* First response time

* Resolution rate

 

4) Offer support via a button on your website to meet your clients where they are.

By guiding customers to the appropriate team based on the button or link they click on your website, you can ensure that they receive the assistance they require right away.

 

Metrics that affected

 

* CSAT

* First response time

* Resolution rate

 

5) Group chats using tags for questions that include particular keywords

Use tags to group conversations by topic, track, and report on inquiries regarding a particular problem, or order chats according to the type of client, the nature of the problem, or any other criterion that makes sense for your team.

 

Metrics that affected

 

* CSAT

* First response time

* Resolution rate