CUSTOMER SUCCESS
Building the Right Support Infrastructure
Establishing Workflows and SLAs
Create structured workflows and set service level agreements (SLAs) to ensure consistent and timely customer support.
Why it's Important
Provides clarity and consistency in support processes.
Sets expectations for response and resolution times.
Helps measure and improve team performance.
How to Implement
Map out all support processes, from ticket creation to resolution.
Define SLAs for response and resolution times based on customer expectations.
Use AI to prioritize and route tickets efficiently.
Test workflows with the team to identify and address bottlenecks.
Monitor SLA adherence and optimize workflows regularly.
Available Workshops
Process Mapping Workshop: Collaborate with the team to visualize end-to-end workflows.
SLA Definition Session: Set realistic response and resolution times based on data.
Workflow Simulation Drill: Test workflows using real-world scenarios.
Escalation Pathway Exercise: Ensure clear steps for handling complex or unresolved issues.
Automation Brainstorm: Identify repetitive tasks that could benefit from automation.
Performance Review Workshop: Analyze SLA adherence and workflow efficiency.
Deliverables
Documented workflows for all support processes.
SLA guidelines with clear targets for response and resolution times.
Training materials on workflows and SLA adherence.
How to Measure
SLA compliance rates (response and resolution times).
Customer satisfaction scores post-resolution.
Team feedback on workflow efficiency.
Real-World Examples
Salesforce
Uses automated workflows to meet strict SLA requirements for enterprise clients.
HubSpot
Provides clear workflows and escalations to ensure consistent support quality.
Asana
Implements defined response times for different customer tiers to prioritize issues.
Get It Right
Base SLAs on realistic team capabilities and customer expectations.
Automate routine processes to improve efficiency.
Regularly review and refine workflows for scalability.
Communicate SLAs clearly to both customers and team members.
Use analytics to monitor adherence and identify bottlenecks.
Don't Make These Mistakes
Setting unrealistic SLAs that frustrate customers and overwork teams.
Overcomplicating workflows, leading to inefficiencies.
Ignoring the role of automation in streamlining processes.
Failing to monitor SLA adherence consistently.
Neglecting to update workflows as team size or customer needs evolve.