11Sight - Customer Support Workflow

The Problem

11Sight has many channels where it can receive input or inquiries from customers and prospects. There was no clear process for documenting and following up with each inquiry. Many questions were being sent to multiple people from different teams, leaving lots of space for ambiguity around ownership. This in turn resulted in a lot of unanswered customer questions.

The Solution

Over multiple sessions with the Customer Success team I facilitated the mapping of every customer touchpoint by both channel type and inquiry type. Together, we created an outline for the current process and the ideal process. I then collected feedback from the marketing, product and engineering teams to finalize the ideal process. My team was already using JIRA's ticketing tool consistently to handle any technical issues reported by our customers. Therefore, I decided to integrate all the possible channels into the system that was already well adopted. I also created a conditional flow that automatically directs inquiries received on other channels to the relevant teams depending on their type. We have significantly reduced the workload of all support agents by eliminating the need to switch between multiple channels. We also insured that no customer inquiry would go unnoticed, which had been an issue in the past.