Customer service support process including user support email

Description:

The image is a flowchart titled "Customer Service Support Process including User Support Email," which outlines the steps a service agent would follow upon receiving a user request via email. The customer support process is broken down into decision points and actions:

1. Start:

The initial step where the process begins.

2. User Support Email:

Reception of a user's support email.

3. User Feature Request:

Identification of the email as a feature request.

4. Add details requesting the tracker:

Adding the request details to a tracking system.

5. Is this a support request?:

Determining if the request is for support.

6. Is this a feature request?:

Determining if the request is for a new feature.

7. Notify customer when request is received:

Communicating to the customer that their request has been logged.

8. Can you solve the problem?:

Assessing if the agent can address the issue.

9. Assign the issue to someone else:

Delegating the issue to another team member if it cannot be solved immediately.

10. Check support ticket daily:

Regularly checking the progress of the ticket.

11. Check if the feature is available:

Verifying if the requested feature exists.

12. Assign person to respond to user:

Designating someone to follow up with the user.

13. Add details to product backlog:

Adding the feature request to the product development queue.

14. Notify the user of availability:

Informing the user if the feature is available.

15. Close Ticket:

Closing the ticket once the issue is resolved or the user has been informed.

Use Cases:

This slide can be adapted for customer service processes in various industries:

1. Technology:

Use: Managing tech support for software or hardware issues

Presenter: Customer Support Manager

Audience: Support staff

2. Telecommunications:

Use: Handling service inquiries or feature requests

Presenter: Service Operations Lead

Audience: Customer service teams

3. Banking:

Use: Addressing customer inquiries regarding banking services

Presenter: Client Service Coordinator

Audience: Customer service representatives

4. Healthcare:

Use: Responding to patient queries or information requests

Presenter: Patient Services Manager

Audience: Administrative staff, helpdesk personnel

5. Retail:

Use: Managing customer requests and feedback

Presenter: Customer Relations Manager

Audience: Store managers, customer service teams

6. Hospitality:

Use: Addressing guest service requests and concerns

Presenter: Guest Relations Head

Audience: Front desk, concierge, and customer relations staff

7. E-Commerce:

Use: Handling customer support tickets related to orders or products

Presenter: E-Commerce Support Team Lead

Audience: Customer support agents