Service processes can get rather complicated, at times. You need to prompt tasks or pose follow-up questions. You have to send confirmation to the customers and schedule when to give them a status update. ThinkOwl does all that automatically.
With ThinkOwl’s intelligent workflows, you can individually manage processes and responsibilities in customer service. It’s easy. No programming needed. Simply define the tasks and rules for service processes yourself. You can even trigger actions in ThinkOwl or in your existing systems.
Workflow automation refers to the automation of work or business processes to increase efficiency. It defines procedures and responsibilities. The software then takes over the further steps for each incoming request, such as the assignment of responsibilities, priorities, and the creation of response templates.
Business processes can also be mapped. One speaks of a business process when different tasks converge for achieving an objective. In customer service, the business process begins with the customer inquiry and ends with the successful processing of the case.
The Business Process Model and Notation (BPMN) is particularly suitable for mapping business processes. It's a graphical specification language in process management. BPMN simplifies the modeling and documentation of workflows and business processes.