The Ever-Changing Inquiry Management Process

Thursday, October 28, 2010
Companies that can swiftly and accurately respond to customer inquiries have an advantage.

Most businesses handle inquiry management by maintaining an FAQ and establishing a special customer service team. But once a complicated question comes in, email inboxes become overrun by internal questions and referrals, making it difficult to get a grasp of the situation and, sometimes, remember who was actually in charge of the inquiry in question.

If we apply BPM, what kind of workflow would work best?

This process model allows the customer service team to handle both web and direct inquiries equally, and obtain the engineering department's help whenever necessary.

Once you get used to this workflow and you want extra functions, like being able to offer timely guidance to the customer service team or to share and record best practices, try this one out.