Technical support flow chart for customer service


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Presenting this set of slides with name Technical Support Flow Chart For Customer Service. This is a one stage process. The stages in this process are Service, Knowledge, Performance. This is a completely editable PowerPoint presentation and is available for immediate download. Download now and impress your audience.

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Content of this Powerpoint Presentation


The image is of a PowerPoint slide titled "Technical Support Flow Chart for Customer Service", which represents a process flow diagram for handling technical support queries. The flowchart is structured to guide a customer service team through various decision points and actions in response to a service call.

Here's the process as outlined in the flowchart:

1. Receive service call: 

The process begins when a service call is received, prompting the support team to take action.

2. Solve problem: 

A decision point where the team determines if they can solve the problem immediately.

If yes, proceed to "Close service request."
If no, go on to "Generate service activities."

3. Generate service request: 

If the problem isn't immediately solvable, a service request is generated for further action.

4. Parts required:

Another decision point to assess if parts are needed to solve the issue.

If yes, the next step is to "Order parts."
If no, move to "Assign and schedule activities."

5. Field engineer required:

Determines whether there is a need for a field engineer to visit and address the issue.

If yes, dispatch a field engineer.
If no, conduct "Performance activities."

6. Order parts: 

Parts are ordered to resolve the customer's issue.

7. Assign and schedule activities: 

Assign tasks to the relevant team members and schedule them to address the issue.

8. Performance activities: 

Carry out performance-related activities, likely involving troubleshooting or repair.

9. Close service request: 

Once the problem is resolved, the service request is closed.

The slide also includes placeholders such as "Reference knowledge base" and "Verify entitlement," which are steps in the process where the support team may need to check the company's knowledge base for solutions or verify if the customer is entitled to certain services.

Use cases:

Technical support flow charts are essential in any service-oriented industry where customer satisfaction and efficient problem resolution are paramount.

1. Telecommunications:

Use: Guiding support calls regarding connectivity or device issues.

Presenter: Customer Service Trainer.

Audience: Technical Support Team.

2. Information Technology:

Use: Managing IT support for software or hardware problems.

Presenter: IT Support Manager.

Audience: IT Support Staff.

3. Consumer Electronics:

Use: Assisting customers with electronic device troubleshooting.

Presenter: Technical Support Leader.

Audience: Helpdesk Representatives.

4. Software Development:

Use: Streamlining user reports and bug-fixing processes.

Presenter: Product Manager.

Audience: Customer Support and Development Team.

5. E-commerce:

Use: Addressing customer queries regarding product functionality or service.

Presenter: E-commerce Support Manager.

Audience: Customer Service Representatives.

6. Home Appliance Manufacturers:

Use: Directing service calls for appliance repair and maintenance.

Presenter: Service Department Head.

Audience: Service Technicians, Customer Support Agents.

7. Automotive:

Use: Navigating customer inquiries and service requests for vehicle issues.

Presenter: Customer Service Director.

Audience: Dealership Service Staff, Call Center Teams.

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