Customer support drafting: workflow mapping
Make the steps and handoffs visible. Start with redacted support threads and approved guidance and plan draft replies for an agent to approve.
Available remotely for local and international enquiries. Platform choice and final scope depend on your requirements.
The project in view
- Start with
- redacted support threads and approved guidance.
- Proposed result
- draft replies for an agent to approve.
- A decision to resolve
- promises that are not supported by policy.
This is a planning example. It does not describe a completed client engagement.
Workflow mapping for this project
- Start when redacted support threads and approved guidance is available and approved for use.
- Create a draft of draft replies for an agent to approve, with source references attached.
- Route promises that are not supported by policy to the nominated reviewer before issuing the final result.
Questions to answer together
- What starts the work, and what marks it complete?
- Who reviews the intermediate result?
- Where does an exception go, and who resolves it?
What to have at the end
A sequence of steps showing inputs, decisions, handoffs and completion.
Record the decision on promises that are not supported by policy alongside the source material. If it is still unresolved, identify who can answer it and what work depends on the answer.
Prepare your enquiry
Use this as a starting point. Add your current process, available examples and constraints before sharing.
Send your completed brief to hello@iansamonte.com or visit the main page to discuss your project.