Does exceptional customer service depend only on enthusiastic, round-the-clock support representatives? The answer is yes, but some issues often require collaboration beyond the support team. In larger organizations that handle significant workloads, resolving a case that involves multiple departments, from support to business, could be an uphill battle.
When task ownership changes between teams, priorities can shift, timelines may slip, and frustration can increase. Manual follow-up, while helpful, can also lead to endless merry-go-rounds with customers, developers, product managers, and other team members. Then there's the need to juggle multiple apps, verify documents, and update project details. All of this can leave a lot of room for human error. Thanks to all support engineers and customer experience executives out there!
How about an easy solution where bots effortlessly handle routine inquiries, automate workflows to keep your team in sync, and provide real-time updates to ensure nothing slips through the cracks? With Zoho Cliq's developer platform, this vision is possible. It becomes a reality, turning your customer management woes into "whoa" moments.
Let's discover how Zoho Cliq's developer platform can assist you in building a customer support automation tool that fosters customer satisfaction and streamlines workflows for effective customer management.
When a customer encounters an issue, they report it through public forums or email. The customer support representative documents this as an internal query, initiating a collaborative workflow as outlined below:
🎧 POV | Support engineer
The support engineer initiates the process using the slash command /supportify to send customer feedback or issues to the developers when a solution is unavailable.
The details of the query can be entered in a form built using Cliq's form builder, and after it's submitted, a bot (let's name it Supportify) posts a notification message card in the respective channel specific to the module.
The bot creates a dedicated thread in the appropriate channel for each reported issue to streamline the reporting process. This paves the way for clear updates and discussions, making it easy for everyone to track the progress and collaborate effectively.
Let's now assume that there's a technical issue in the product.
🛠️ POV | Development team
The developer debugs the issue and updates the solution using the Dev Acknowledgement button on the notification card. The solution is then added as a comment in the desk ticket. Developers or module owners are assigned automatically based on the reported module.
Follow-up reminders are posted if a developer doesn't update the status within 24 hours. If the developer responds without a due date, fails to provide further debug info, or hands the task to a new developer, reminders are still issued in the same thread.
When a customer ticket is confirmed as a valid bug, issue, or task, developers can create a new work item or link it to Zoho Projects (or any preferred project management tool), with updates automatically shared in the channel.
Once the fix is live and QA-tested, a notification is posted, prompting the developer to acknowledge the resolution.
Developers then update the resolution, closing the thread, and their comments are synced as private notes in Zoho Desk.
What if the requested issue is a feature that has not yet been developed or added to the product?
đź’ˇPOV | Product management team
These requests are categorized based on their nature, such as usability enhancements, new feature ideas, or performance improvements.
The feedback is assigned to the relevant product managers or module leads, who evaluate its feasibility and prioritize it according to business goals and customer impact.
Once approved, the request is added as a task to the product development pipeline, ensuring it is tracked from ideation to delivery with clear milestones and timelines.
Business and technical teams collaborate to analyse the requirements, refine the solution, and finalize the development plan. Any dependencies are addressed, and the request is prepared for implementation.
The feature or improvement is then developed, tested, and deployed into the product. Any associated documentation or updates are prepared for customer communication.
After deployment, customers are informed about the update or feature, and their feedback is encouraged to refine future iterations, completing the cycle.
Using the Cliq widget, support engineers and developers can monitor and track assigned tickets by module and status, highlight tasks or issues relevant to customers as requested by the team, and ensure their current progress aligns with customer satisfaction goals.
Elevating customer management with a developer platform 🚀
As customer expectations evolve rapidly, automation isn't just a convenience—it's a necessity. By integrating with Zoho Cliq's developer platform, businesses can ensure that no customer issue is left unattended and that no stage in the resolution process is stalled.
Real-time updates keep customer service teams informed at all times. This helps them provide accurate and timely responses. Automated reminders help move the process smoothly from one stage to the next, eliminating bottlenecks and ensuring consistent progress toward resolution.
By personalizing interactions, streamlining workflows, and maintaining transparency, businesses lay the groundwork for long-term customer loyalty and success. With the right tools, customer support can evolve from merely managing inquiries to creating meaningful experiences.
We're continuously seeking ways to enhance your experience. If you encounter a bug or have an idea, please let us know by reaching out to us at support@zohocliq.com, and keep an eye on the community to join our developer circle.
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