Customer Service
Customer service workflow templates for requests, complaints and after-sales support, including support tickets and escalations, complaints, warranty claims, returns and refunds, and feedback follow-up. Website contact forms for general, support, billing and callback enquiries acknowledge customers straight away and keep every response on one record.
Benefits
- Acknowledge customers by email or SMS as soon as they get in touch
- Escalate urgent issues and track them to resolution
- Handle returns, refunds and warranty claims with the right approvals
Common Use Cases
Customer Service Templates(25)
Customer Support Ticket Workflow
Captures customer support tickets, acknowledges receipt, uses AI to prioritise the ticket (with human fallback), assigns agent work based on priority, escalates unresolved issues to a senior agent, closes the ticket with a resolution email, and follows up with a satisfaction survey.
Customer Complaint Management Workflow
Manages customer complaints end-to-end: intake and acknowledgement, AI-assisted seriousness rating with human fallback, investigation and proposed resolution with manager approval for refunds/credits, customer acceptance loop, and escalation handling through to closure.
Customer Escalation Workflow
Captures escalated customer issues, notifies the customer, routes Critical cases to the support manager for oversight, assigns an owner to respond and resolve (with optional specialist involvement), confirms resolution with the customer, and closes the loop with the agent.
Warranty Claim Workflow
Handles a warranty claim end-to-end: intake and acknowledgement, agent eligibility check, technician fault assessment with remedy recommendation, manager approval (with rework loop), remedy execution, and customer notification of the final outcome.
Returns and RMA Workflow
Handles end-to-end product return authorisation: intake form, eligibility check by a support agent, inspection by the returns team, routed resolution (repair, replace, or refund), and customer notifications at each stage, tracked via a return status field.
Refund Request and Approval Workflow
Collects customer refund requests, tracks eligibility review by customer service, routes approval to a team manager or finance based on amount, processes approved refunds via finance, and keeps the customer informed at each stage via email.
Billing Enquiry Contact Form Workflow
Captures billing enquiries from a website contact form, acknowledges receipt, uses AI to prioritise the enquiry (with human fallback), assigns the billing team to respond, routes refund/credit outcomes to finance, closes the enquiry with a response email, and follows up with a feedback survey.
Callback Request Contact Form Workflow
Captures callback requests from a website contact form, confirms receipt by SMS/email, uses AI to prioritise the enquiry (with human fallback), assigns the team to call back within 1 day, tracks the outcome through up to two attempts, and closes the record with appropriate customer notifications and an optional feedback survey.
Customer Access and Key Authorisation Workflow
Collects customer authorisation for property access when they are not home, manages key collection and return via technician tasks, tracks access status through the job lifecycle, and notifies the customer at each key stage.
Customer Feedback Follow-Up Workflow
Captures customer feedback with a satisfaction score, sends a thank-you, uses AI to categorise the feedback (with human fallback when uncertain), and routes low scores to an account owner for follow-up before closing, while tracking status throughout for reporting.
Customer Onboarding Workflow
Guides a new customer from signed agreement to go-live: kickoff, account setup, blocker resolution loop, training, sign-off confirmation loop, and go-live handover, with status tracking throughout.
Customer Service and Repair Request Workflow
Captures customer repair requests, triages by urgency, books a technician visit, records diagnosis and outcome, handles rework/quote/unable-to-complete paths, confirms fix with the customer, and follows up with a feedback survey.
Customer Support Request Form Workflow
Captures a short customer support request from a website contact form, acknowledges receipt, uses AI to prioritise the enquiry (with human fallback), assigns a response task with SLA based on priority, tracks resolution outcome, closes the enquiry with a response email, and follows up with a feedback request.
Flooring Defect and Warranty Workflow
Handles flooring defect/warranty requests end-to-end: intake and acknowledgement, office booking of an inspection, inspector assessment and cause determination, and routing to rectification, manufacturer claim, or not-covered handling with customer notifications throughout.
General Enquiry Contact Form Workflow
Captures general enquiries from a website contact form, acknowledges receipt by email/SMS, uses AI to prioritise the enquiry (with human fallback), assigns it to the enquiries team with an SLA based on priority, records the response, closes the enquiry with a reply email, and follows up one day later with a feedback request.
Glazing Completion and Handover Workflow
Manages glazing job completion through supervisor quality check, rework loops, customer review and acceptance, handover confirmation, and post-handover feedback collection.
HVAC Handover and Operating Guide Workflow
Manages the end-to-end handover of a completed air conditioning installation: captures completion details, runs a supervisor quality check with rework loop, sends the customer an operating-instructions review with an accept/issue loop, and finishes with a thank-you pack and a follow-up feedback survey.
Insulation Completion and Handover Workflow
Manages insulation job completion through supervisor quality check, rework loops, customer review and acceptance, final handover, and post-handover feedback collection.
Job Completion and Customer Sign-Off Workflow
Captures job completion details from the technician, requests customer sign-off via a form, handles reported issues with a rectification loop back to sign-off, and on sign-off notifies the customer, tasks accounts to invoice, and later collects a feedback survey.
Job Handover to Customer Workflow
Manages the end-to-end handover of a completed trade job: supervisor readiness check, crew rectification loop, customer sign-off via a handover form, customer-query resolution loop, and post-handover thank-you plus delayed feedback request.
Kitchen Completion and Warranty Workflow
Manages the end-of-job process for a cabinetmaking/kitchen business: completion intake, supervisor quality walkthrough with rework loop, customer review and acceptance with issue-resolution loop, handover confirmation, and delayed feedback collection.
Painting Completion and Warranty Workflow
Manages the completion checklist for a painting job: supervisor walkthrough, touch-up rework loop, customer review and sign-off, and warranty handover with a follow-up feedback survey.
Pest Treatment Customer Instructions Workflow
Manages a pest treatment from office booking through pre-treatment preparation instructions, technician scheduling, treatment completion, and post-treatment acknowledgement, with health/allergy and pet checks routed to the technician and status tracked throughout.
Remote and Key Handover Register Workflow
Records garage door/gate remotes and keys handed to customers, emails the customer to confirm receipt, raises an office query task if items are missing, and finalises the handover record once acknowledged.
Warranty Callback Request Workflow
Handles warranty/callback requests for completed jobs: intake, warranty check, visit booking, technician resolution, and customer feedback collection, with status tracking throughout.
Frequently Asked Questions
What Customer Service workflow templates are included?
Customer Service includes templates for customer support tickets, escalations, complaint management, warranty claims, returns and RMAs, refund approvals, customer feedback follow-up, and website contact forms for general, support, billing and callback enquiries.
Who are the Customer Service templates for?
They're designed for customer service and support teams, and the returns and warranty teams behind them. Customers get in touch through public forms without needing an account, and each enquiry is assigned to the right person.
Can I change a customer service template to suit my organisation?
Yes. Publish the template and it runs straight away, with no installation. Describe the change in plain English — for example, add a satisfaction survey or change the escalation rules — or edit the steps in the workflow editor. Earlier versions are kept.