Automating Workflow Integration with Structured Blocks

A comprehensive view of how Structured Blocks can be utilized to automate customer support workflows, improving efficiency.

10
 min. read
May 24, 2024
Automating Workflow Integration with Structured Blocks

Automating workflows is essential for improving efficiency and scalability in any business. Structured's Blocks feature enables seamless integration and automation without the need for complex coding, making it an ideal solution for tech teams. Let’s delve deeper into how a tech company can utilize Structured Blocks to automate their customer support workflow and improve overall customer satisfaction.

Use Case

A tech company aims to automate their customer support workflow to enhance response times and customer satisfaction. They leverage Structured's Blocks to integrate and automate various systems, streamlining their support processes.

Step-by-Step Process:

Identify Workflows

The first step is to identify key workflows that can be automated to improve efficiency and customer satisfaction.

Ticket Creation

When customers email support or fill out a contact form, a support ticket needs to be automatically created in the company's ticketing system.

Customer Feedback

After resolving an issue, it is crucial to collect customer feedback to gauge satisfaction and identify areas for improvement.

Issue Resolution

Automating the assignment of tickets to the appropriate support agents based on their expertise and current workload ensures faster resolution times.

Create Blocks

Using Structured's intuitive interface, the tech team creates Blocks to automate these workflows.

1. Block for Ticket Creation:The team creates a Block that listens for incoming emails and web form submissions, automatically generating support tickets in the ticketing system (e.g., Zendesk or Jira Service Desk).

2. Block for Customer Feedback:A Block is created to send a follow-up email with a feedback survey link once a ticket is marked as resolved.

3. Block for Issue Resolution:The team designs a Block that assigns tickets to support agents based on predefined rules, such as expertise and workload.

Test in Sandbox

The team tests these Blocks in Structured's secure Sandbox environment to ensure they function correctly before going live.

Testing Ticket Creation

The team sends test emails and form submissions to verify that tickets are correctly generated and populated with the necessary information.

  • Verification: Each test ensures that all details are accurately captured and transferred to the ticketing system.

Testing Customer Feedback

Resolved tickets trigger feedback request emails, which are checked for accuracy and completeness.

  • Accuracy Check: The team ensures that feedback emails are sent to the correct customers and that the survey links are functional.

Testing Issue Resolution

Newly created tickets are tested to ensure they are assigned to the correct agents based on expertise and workload.

  • Simulation: Different scenarios are simulated to ensure that the ticket assignment logic works as expected.

Monitor and Optimize

After deployment, the team continuously monitors the performance of the automated workflows and makes adjustments as needed.

Monitoring:

Structured provides real-time monitoring tools to track the performance of each Block, ensuring they function as intended.

  • Dashboard: A comprehensive dashboard displays key metrics such as ticket creation rates, assignment efficiency, and feedback response rates.

Feedback Loop:

Customer feedback collected through the automated system is analyzed to identify areas for further improvement.

  • Analysis: Structured’s analytics tools help the team understand customer satisfaction levels and pinpoint recurring issues.

Continuous Improvement:

Based on the insights gained from monitoring and feedback, the team iterates on the Blocks to refine their performance.

  • Iteration: Regular updates and improvements are made to the Blocks to enhance efficiency and customer satisfaction.

Outcome

The automated workflows significantly reduce manual effort, leading to faster response times and higher customer satisfaction. The tech team can now focus on more strategic initiatives.

Faster Response Times:Automated ticket creation and assignment streamline the support process, reducing the time taken to address customer issues.

Higher Customer Satisfaction:Prompt responses and efficient issue resolution lead to increased customer satisfaction and positive feedback.

Enhanced Efficiency:The automation reduces the workload on support agents, allowing them to handle more complex tasks and focus on improving service quality.

Strategic Focus:With routine tasks automated, the tech team can concentrate on strategic projects that drive business growth and innovation.