Customer service: keep customers successful
Process map by Brian. 10 steps, 1 layer. Tags: business, support, customer success.
- Customer: Has a question or a problem
- Service agent: Log the request and triage it
- Service agent: Can the agent solve it right away?
- Service agent: Fix it and confirm with the customer
- Customer: Confirms it is resolved
- Service manager: Review trends and fix what keeps breaking
- Engineering or field team: Investigate and fix the root cause
- Engineering or field team: Is it a product defect or a service outage?
- Service manager: Declare an incident and communicate
- Service agent: Return, repair or replace the item