Use the automated workflow options to deliver useful content to your customers, keep them engaged, help them adopt and use your product properly, send them manuals and other useful information.
The following Flow allows you to send an email with links to manuals, and if a customer does not click the link, they will receive a call with text-to-speech or a pre-recorded message after which they will have the option to talk to the agent.
To be more successful, you can create a new Flow that will check customer satisfaction with the support process.
1. Log in to the Infobip web interface, navigate to the Communicate module, click CREATE FLOW, and then click Start from Scratch.
2. Select Inbound message and click START BUILDING.
3. Add the Inbound message entry point and then select a channel over which you would like to receive a customer’s request for support. (e.g., SMS).
3. Click the arrow on the Inbound Message element and click Send Email.
4. Fill in the data required for the email channel.
5. Click the arrow and add the Evaluate Event element and then:
6. Click the arrow from If There Is Response (This means that we would like to handle those customers that didn’t check the manuals), add the Start Call element, define the Caller ID, and then add and set the Pay element.
7. Add Collect element and define the following:
8. Click the arrow from Response is 1, add the Forward call element, and enter the following:
9. Click VALIDATE or schedule the Flow to be launched in the future by clicking SCHEDULING.
If you did everything correctly, you will see a summary screen and then click LAUNCH (if scheduling is not set) or LAUNCH LATER (if scheduling is set).
Add tags to customers that receive a voice message. Use that tag to create an audience for another flow which will help you measure support satisfaction with simple surveys.
