Benefits of Guided Workflows
Updated
This article provides information on key benefits and capabilities of Guided Workflows.
Key Benefits
The following are some of the key benefits of Guided Workflows:
Increased Efficiency: Automates repetitive tasks, significantly reducing agent handling time.
Improved Consistency: Ensures adherence to standard procedures, minimizing variability in customer interactions.
Error Reduction: Offers clear instructions and validations, preventing common mistakes.
Use Cases
Guided Workflows can be implemented in several key scenarios:
Customer Support: Streamlines resolution processes across digital, email, and voice channels, guiding agents through each interaction.
Service Ticketing: Automates ticket creation based on customer interactions, improving accuracy and response times.
Self-Service Portals: Empowers customers to independently resolve issues through intuitive workflows, incorporating built-in authentication for data security.
Complaint Management: Consolidates multiple systems into a unified workflow for managing complaints, queries, and requests (CQR), improving efficiency and response time.
Key Features
Guided Workflows are equipped with essential features, including:
Dynamic Pathing: Real-time data fetching adjusts workflows based on customer or system inputs, ensuring relevance and accuracy.
Omnichannel Support: Enables deployment across various platforms such as social media, email, and voice, with AI-driven suggestions for real-time assistance.
Error Reduction: Incorporates built-in validation checks at each step to ensure compliance and minimize mistakes.
PCI Compliance: Ensures secure data capture in line with privacy and regulatory standards.
Multi-lingual Support: Provides localized workflows in multiple languages to cater to diverse customer bases.
Automation Integration: Supports automations like OCR scanning, UAE Pass, and document generation to streamline operations.
Workflow Analytics: Offers comprehensive analytics tailored to different user personas, enabling businesses to monitor and enhance efficiency.
Configure and Execute Guided Workflows
To configure and execute a Guided Workflow effectively, follow these simplified steps:
Define the Workflow Objective: Identify clear goals, such as enhancing First Contact Resolution (FCR) or reducing Average Handling Time (AHT).
Design the Workflow Steps: Create a structured flow, integrating necessary channels and automation tools (e.g., AI, CQR system).
Test the Workflow: Conduct testing to ensure functionality aligns with expectations across various scenarios.
Deploy Across Channels: Validate and then launch the workflow on relevant platforms (social media, email, voice).
Monitor and Optimize: Use built-in analytics to track performance, identifying areas for enhancement and adjusting as needed.
Best Practices
To maximize the effectiveness of Guided Workflows, consider the following best practices:
Standardization: Ensure workflows are consistent across teams to maintain brand integrity and service quality.
Leverage Dynamic Content: Utilize real-time data to provide agents with the most current and relevant information.
Error Management: Implement validations at each workflow step to catch and resolve issues proactively.