Customer Service Templates
Efficient customer service is crucial for ecommerce success. Wakflo’s customer service templates help you automate support ticket handling, streamline communication, and ensure consistent customer experiences.
Available Templates
Automate ticket routing, prioritization, and handling
Support Ticket ManagementGather and process customer reviews and feedback
Customer Feedback CollectionProvide instant responses to common customer inquiries
Automated Response SystemHandle complex issues requiring supervisor attention
Escalation ManagementSupport Ticket Management
This template automates the entire lifecycle of support tickets, from creation to resolution, ensuring efficient handling and tracking.
Key Features:
- Intelligent ticket routing
- Priority determination
- SLA monitoring
- Automated status updates
- Agent assignment
- Resolution tracking
- Performance analytics
How It Works
Ticket creation
Captures support requests from multiple channels (email, chat, forms)
Classification and routing
Categorizes issues and routes to appropriate departments or agents
Priority assignment
Determines ticket priority based on configured rules
Agent assignment
Assigns tickets to agents based on expertise, workload, and availability
SLA tracking
Monitors response and resolution times against service level agreements
Status updates
Automatically updates customers on ticket progress
Resolution verification
Confirms issue resolution with the customer
Satisfaction survey
Collects feedback on support experience
Ticket Routing Logic
The template uses configurable rules to determine how tickets are routed:
Example Routing Rules
| Condition | Route To | Priority |
|---|---|---|
| Order-related issues | Order Support Team | Medium |
| Payment or billing issues | Billing Department | High |
| Technical product issues | Technical Support | Medium |
| Returns or refunds | Returns Team | Medium |
| VIP customer | VIP Support Team | High |
| Contains words “urgent,” “immediately” | Varies by topic | High |
| Multiple previous contacts | Last agent + supervisor | High |
SLA Management
The template includes comprehensive SLA (Service Level Agreement) monitoring:
Time-Based SLAs
- First Response: Maximum time to first agent response
- Resolution Time: Maximum time to resolve the issue
- Update Frequency: Maximum time between status updates
Priority-Based SLA Examples
| Priority | First Response | Resolution |
|---|---|---|
| Critical | 15 min | 4 hours |
| High | 1 hour | 8 hours |
| Medium | 4 hours | 24 hours |
| Low | 24 hours | 72 hours |
Automation Alerts
The template includes automatic notifications to ensure timely handling:
Approaching SLA Breach
Alert: SLA Breach Warning
Agent: {{agent.name}}
Ticket #: {{ticket.id}}
Customer: {{customer.name}}
Priority: {{ticket.priority}}
SLA breach in: 30 minutes
Required Action: Respond to customer or update status
Ticket Reassignment
Alert: Ticket Reassigned
New Owner: {{agent.name}}
Ticket #: {{ticket.id}}
Customer: {{customer.name}}
Previous Owner: {{ticket.previous_agent}}
Reason: {{ticket.reassignment_reason}}
Response required within: {{ticket.sla_response_time}}
Customer Feedback Collection
This template automates the collection, processing, and analysis of customer feedback across multiple channels.
Key Features:
- Automated feedback requests
- Multi-channel feedback collection
- Sentiment analysis
- Feedback categorization
- Response generation
- Feedback routing
- Trend analysis and reporting
Feedback Collection Points
Post-Purchase
Collect product feedback after sufficient time for the customer to use the product
Post-Delivery
Gather feedback about the delivery and unboxing experience
Post-Support
Measure satisfaction after customer service interactions
Return/Refund
Understand reasons for returns and areas for improvement
Feedback Analysis Process
Feedback collection
Gather input via surveys, reviews, support tickets, or social media
Sentiment analysis
Determine if feedback is positive, negative, or neutral
Categorization
Classify feedback by topic (product quality, shipping, customer service, etc.)
Priority scoring
Assign importance based on sentiment, customer value, and topic
Action routing
Direct feedback to appropriate departments for review
Response generation
Create appropriate response based on feedback type
Trend analysis
Aggregate feedback to identify patterns and improvement areas
Automated Response System
This template creates an intelligent response system that automatically answers common customer inquiries, freeing up your support team for more complex issues.
Key Features:
- Query classification
- Contextual responses
- Order and customer data integration
- Escalation to human agents
- Learning from interactions
- Multi-channel support
- Performance monitoring
Query Types Handled
Order Status
- Order tracking
- Delivery estimates
- Shipping updates
- Order confirmation
Product Information
- Specifications
- Availability
- Compatibility
- Usage instructions
Account Management
- Password resets
- Account updates
- Subscription status
- Payment methods
Returns & Refunds
- Return policy
- Return status
- Refund timelines
- Return instructions
Common Issues
- Login problems
- Checkout issues
- Website navigation
- Discount code usage
General Inquiries
- Business hours
- Contact information
- Store locations
- Company policies
Escalation Management
This template handles the automatic escalation of complex or high-priority customer issues that require supervisor attention.
Key Features:
- Escalation triggers
- Priority determination
- Supervisor notification
- Customer communication
- SLA management
- Resolution tracking
- Performance analysis
Escalation Triggers
Automatic Escalation Conditions
- SLA Breach: Issue not resolved within defined timeframe
- Customer Request: Customer explicitly asks for a supervisor
- Multiple Contacts: Customer has contacted support multiple times about the same issue
- VIP Customer: Issue affecting high-value customers
- High Order Value: Problems with orders above a certain value threshold
- Legal Concern: Issue involving potential legal implications
- Social Media Mention: Issue mentioned on public social media channels
- Refund Threshold: Refund request above agent authorization limit
- Sentiment Detection: Highly negative customer sentiment detected
Escalation Process Flow
Escalation trigger detected
System identifies an issue that meets escalation criteria
Issue prioritization
Determines severity and urgency of the escalated issue
Supervisor notification
Alerts appropriate supervisor or management tier
Customer communication
Informs customer that their issue has been escalated
Case review
Supervisor reviews case details and previous communications
Action plan
Develops resolution approach, possibly involving multiple departments
Implementation
Executes resolution plan with appropriate resources
Resolution confirmation
Verifies issue is resolved to customer’s satisfaction
Case analysis
Reviews case for process improvement opportunities
Best Practices
Tips for Effective Customer Service Automation
- Balance Automation and Human Touch: Use automation for routine tasks, but maintain human intervention for complex issues
- Personalize at Every Step: Ensure automated responses include customer-specific information
- Clear Escalation Paths: Define clear criteria for when issues should be escalated to human agents
- Monitor Quality: Regularly review automated responses and customer satisfaction
- Continuous Improvement: Use feedback to refine automation rules and response templates
- Transparent Communication: Be clear with customers about when they’re interacting with automated systems
- Test Thoroughly: Validate automated workflows with real-world scenarios before deployment
Next Steps
Ready to enhance your customer service operations? Here’s how to get started: