Customer Service
Customer service workflows for capturing, investigating, resolving, and tracking customer requests, complaints, and outcomes.
Customer Service Templates(8)
Customer Feedback Follow-Up Workflow
Captures customer feedback and score, classifies it with AI, and routes low scores or high-value customers to an owner for follow-up while logging other feedback. The owner records the action taken, follows up with the customer, and closes the item with a category for reporting.
Customer Escalation Workflow
Captures an escalated customer issue from an agent, assigns an owner to respond and coordinate a fix, routes high-severity cases to a specialist or manager, keeps the customer updated, and closes the escalation with a confirmation email once resolved.
Warranty Claim Workflow
End-to-end workflow for support teams to intake, validate, assess, approve, and resolve product warranty claims. Captures product and fault details from the customer, validates eligibility, has a technician recommend a remedy (repair/replace/refund), routes for manager approval, executes fulfilment or refund, and notifies the customer of the outcome.
Customer Support Ticket Workflow
Captures customer support tickets, classifies them by type and prioritises them using AI, routes to the correct queue, allows an agent to troubleshoot with escalation to a senior agent if unresolved, then confirms resolution with the customer, requests satisfaction feedback, and closes the ticket.
Returns and RMA Workflow
Handles customer product returns end-to-end: captures return request details, agent eligibility check and RMA issuance, receipt and inspection of the returned item, a repair/replace/refund decision, fulfilment of that decision, customer notification, and closing the return.
Refund Request and Approval Workflow
Handles customer refund requests end-to-end: captures order/invoice details, reason, amount and evidence; an agent checks eligibility against policy; routes approval to the manager for smaller amounts or finance for larger amounts; on approval processes the refund and confirms with the customer, or on decline notifies the customer with the reason and closes the request.
Customer Onboarding Workflow
Guides a customer success team through onboarding a newly signed customer: intake of customer/contacts/products/objectives/target go-live date, kickoff call, account setup and configuration (with blocked-setup resolution path), training delivery, customer sign-off via external acceptance request, and on acceptance marks the customer live and hands off to ongoing customer success.
Customer Complaint Management Workflow
End-to-end complaint handling: intake via web form, automated acknowledgement, AI categorisation and prioritisation, smart assignment, investigation with evidence capture, proposed resolution with approval or escalation, customer communication, and formal closure.