Customer service process flow chart: Ready to use!

Serving customers properly are one of the major business challenges of today. It’s because the same products and services are commoditized, that is: it is tough to generate a competitive advantage and deliver a higher perceived value compared to the competition for customers. In this context, designing a suitable and efficient customer service process flow chart can be a critical issue to differentiate your business in the market.

With that in mind, HEFLO developed a fully editable customer service process flow chart that you can download right now and use in your business or quickly adapt to your specific needs.

Customer service process flow chart

The customer service process flow chart should allow the development of the basic structure for customer relation management. Similarly, you should ensure that you can monitor the contacts of users.

These customer complaints and requests flowchart controls, diagnoses and provide solutions. In some cases, the process of care will have to trigger an escalation to other service levels, so that conflicts are managed, and flows follow without interruption or unnecessary delay.

Check out an overview of the customer flow chart:

Customer Service Process Flow Chart

Details of the customer service process flow chart

This customer service process flow chart is drawn into a pool, but because of its complexity, it was necessary to develop 4 lanes, which discriminate the following:

  1. Client: The individual that wants something from the company.
  2. Clerk: The customer service team. Its mission involves both solving the demands as well as looking for other team members to help resolving the problem.
  3. Customer Care Department: If the clerk can not solve a customer demand, an internal agent of this department should be made responsible for finding the solution.
  4. Process owner: This is the employee who bears the responsibility for managing the process in question.

Delving into the customer service process flow chart pool

Let’s look deeper into some of the most important details of the customer service process:

  • The customer completes a job request form based on their data and information.
  • A notification is sent to the attendant.
  • The clerk must analyze and categorize the request that was reported in the customer’s form. If there is insufficient information, they should return to the user asking for more details.
  • After that, the attendant will have to take some actions: by using the knowledge base accumulated by the company to resolve the issue, or by sending information to the contact agent to record the additional information that will help the internal agent to solve the problem (if requested the help of an internal agent).

Customer Service Process Flow Chart 1

  • If the service agent has solved the problem by referring to the database, they must submit a closure notice.
  • Next, a satisfaction survey is sent to the client to evaluate the quality of service and possible improvements.
  • If the internal agent has asked for help, classify the call again and make adjustments if necessary.
  • It determines if the problem is known or if a solution should be looked for.

Customer Service Process Flow Chart 2

  • To solve the problem, the agent must register the solution in the knowledge base, if it’s necessary for future reference from service agents.
  • With the solution, the agent responsible for contacts refers to the defined solution for the customer.

The “Process Owner” lane will only be triggered in the event of an escalation, that is when a higher level is needed to solve the problem.

Customer Service Process Flow Chart 3

The owner of the process gathers information from the employees involved, streamlines attendance and manages conflicts so that the agreed level of service is maintained within the standard.

How to adapt the customer service process flow chart

It is very easy to edit this customer service process flow chart.

Imagine that your company has an online chat system and that, in fact, instead of filling out a form the customer speaks with a clerk who fills out the form for them. Just add this agent to the process and determine their connections and flows.

Similarly, there may be an internal agent that analyzes and diagnoses all requests that were not resolved in the first level (attendant) and were distributed to 3 different areas of specialized internal agents. Just include these agents and determine the selection rules for each of them to be notified to search for the solution in the database.

Now access your free customer service process flow chart at HEFLO.

Also, if you want to master the best notation for modeling business processes, watch the video below. It explains how to create your first BPMN diagram.

BPMN Course - Creation of the first Process Diagram


HEFLO, an online BPM platform that you can access wherever you are, to create, edit and share the process flows you want to, easily, quickly and intuitively.

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