Objective
To enhance the quality of customer service by assigning cases to agents based on matching skill-sets, thereby improving resolution times and customer satisfaction.
Pre-conditions
- Salesforce is the CRM system in use.
- Q-assign for Service is installed and configured with up-to-date agent skill profiles.
- Customer service agents’ skill sets are accurately recorded in Salesforce.
Actors
- Customer Service Agents with specific skill sets
- Customer Service Manager
- Salesforce Admin
Workflow
- A customer submits a case via the company’s service channel.
- Salesforce captures and logs the case details.
- Q-assign for Service evaluates the case against a predefined skills matrix.
- The case is routed to the agent whose skills best match the case requirements.
- The agent is notified of the new case assignment.
- The agent addresses the case, applying their specific expertise.
Post-conditions
- The case is resolved efficiently with expert knowledge.
- The customer receives a solution from a skilled professional.
- Case resolution data is captured for continuous improvement of service delivery.
Exceptions
- If no agent with the required skill set is available, the case is queued for the next best match.
- In the event of a system outage, manual intervention may be required for case assignment.
Metrics for Success
- Decrease in average resolution time for complex cases.
- Increase in first contact resolution rate.
- Higher customer satisfaction and net promoter scores (NPS).
Enhancements
In addition to its skills-based assignment functionality, Q-assign for Service offers a suite of advanced features that can be activated to further optimize case routing and handling, elevating your customer service operations to new heights of effectiveness and responsiveness
- Dynamic Assignment Models: Switch dynamically from skills-based to availability-based and/or load-balanced assignment systems when necessary
- Auto-triage: Triage inbound cases automatically, then categorize and prioritize them.
- Sentiment Analysis: Deploy AI to conduct a sentiment analysis and/or trigger other AI-powered actions automatically
- Automatic Reassignment: Automatically escalate or reassign problematic cases
- Omni-Channel Routing: Integrate with Omni-Channel for the ultimate case routing solution
