{"id":4189,"date":"2021-07-14T13:41:07","date_gmt":"2021-07-14T13:41:07","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?post_type=article&p=4189"},"modified":"2025-10-21T15:42:38","modified_gmt":"2025-10-21T15:42:38","slug":"3-workflow-automations-to-enhance-the-customer-experience","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/3-workflow-automations-to-enhance-the-customer-experience\/","title":{"rendered":"3 Workflow Automations to Enhance the Customer Experience"},"content":{"rendered":"\t\t
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Ready to enhance the customer experience in your organization?\u00a0<\/span><\/p>

We\u2019ve compiled a few example workflows that <\/span>System Administrators<\/b> can build to automate simple tasks, like following up on low Cx scores. These workflows will help you continually strive toward exceptional service - all while saving you time.<\/span><\/p>

In this article you will find the following examples:<\/span><\/p>

  1. Escalate Past Due Tickets to a Supervisor<\/span><\/li>
  2. Follow up on Low Cx Scores<\/span><\/li>
  3. Send Password Questions to Technology Support<\/span><\/li><\/ol>

    Navigate to <\/span>Settings > Workflow<\/b> to get started!<\/span>
    <\/span>
    <\/span>Note:<\/i><\/b> If this is your first time using workflows, be sure to check out this <\/span><\/i>article<\/span><\/i><\/a> for more detailed information.<\/span><\/i><\/p>

    Escalate Past Due Tickets to a Supervisor<\/strong><\/h2>

    Keep your commitment to timely responses alive by escalating tickets that aren\u2019t resolved within your standard of service to a supervisor.<\/span><\/p>

    \"\"<\/p>

    IF<\/span><\/h3>
    1. Select \u201cTicket Age\u201d from the \u201cSelect trigger\u201d drop-down menu<\/span><\/li>
    2. Select \u201cGreater Than\u201d from the \u201cChoose one\u201d dropdown menu<\/span><\/li>
    3. Select the appropriate length of time (for example, \u201c2 Days\u201d).<\/span><\/li>
    4. Click \u201cNext\u201d<\/span><\/li><\/ol>

      THEN<\/strong><\/h4>
      1. Select \u201cAdd Owner\u201d from the \u201cChoose action\u201d dropdown menu<\/span><\/li>
      2. Select the name of the appropriate Supervisor\u00a0<\/span><\/li>
      3. Click Save in the top right corner<\/span><\/li><\/ol>

        Following up on Low Cx Scores<\/strong><\/h2>

        Asking for the context behind low Cx scores is a simple practice that can make all the difference. Use this workflow to define which low ratings should receive a follow up message.<\/span><\/p>

        \"\"<\/p>

        IF<\/strong><\/h4>
        1. Select \u201cCx Score\u201d from the \u201cSelect trigger\u201d drop-down menu<\/span><\/li>
        2. Select \u201cIs below\u201d from the \u201cChoose one\u201d dropdown menu<\/span><\/li>
        3. Determine the which Cx Score value (and below) should require a follow-up<\/span>
          1. Cx Score value chosen in example is 5 (and below)<\/span><\/li><\/ol><\/li>
          2. Click \u201cNext\u201d<\/span><\/li><\/ol>

            THEN<\/strong><\/h4>
            1. Select \u201cSend Email Reply\u201d from the \u201cChoose action\u201d dropdown menu<\/span><\/li>
            2. Type the desired follow-up message to send to low-scoring customers<\/span>
              1. Example: \u201c We\u2019re sorry for your negative experience with our team. Please let us know how we can improve, or if there is additional information we can provide to increase your satisfaction with our service.\u201d<\/span><\/li><\/ol><\/li>
              2. Click Save in the top right corner<\/span><\/li><\/ol>

                Send Password Concerns to Technology Support<\/strong><\/h2>

                Ensure that tickets mentioning \u201cpassword\u201d make it to Technology Support regardless of its original Topic. This helps the right team get an answer in the hands of the customer faster.<\/span><\/p>

                \u00a0<\/p>

                \"\"<\/p>

                IF<\/strong><\/h4>
                1. Select \u201cSubject Line\u201d from the \u201cSelect trigger\u201d drop-down menu<\/span><\/li>
                2. Select \u201cContains the word\u201d from the \u201cChoose one\u201d dropdown menu<\/span><\/li>
                3. Next, enter the keyword \u201cPassword\u201d<\/span><\/li>
                4. Click \u201c+ Add Another\u201d and select Ticket Description<\/span><\/li>
                5. Repeat Steps 2 and 3\u00a0<\/span><\/li>
                6. Click \u201cNext\u201d when finished<\/span><\/li><\/ol>

                  THEN<\/strong><\/h4>
                  1. Select \u201cChange Topic\u201d from the \u201cChoose action\u201d dropdown menu<\/span><\/li>
                  2. Select the Topic related to Technology Support<\/span><\/li>
                  3. Click Save in the top right corner<\/span><\/li><\/ol>

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