Processes

Workflow: Customer Support Ticket Handling

Step 1: Receive customer inquiry via CRM, email, or chat
Step 2: Review customer history and previous interactions
Step 3: Respond using approved templates and professional tone
Step 4: Resolve concern or provide clear next steps
Step 5: Document interaction accurately in CRM
Step 6: Escalate to the appropriate team if required and follow up

Workflow: Appointment Setting & Scheduling

Step 1: Receive appointment request via email or internal message
Step 2: Check availability across calendars and time zones
Step 3: Schedule appointment in Google Calendar
Step 4: Send confirmation email with meeting details
Step 5: Send reminders prior to the scheduled time
Step 6: Handle rescheduling or cancellations and update records

Workflow: CRM & Tool-Based Support

Step 1: Access CRM and review assigned cases or records
Step 2: Update customer information and interaction notes
Step 3: Tag, categorize, and assign tickets correctly
Step 4: Ensure documentation is complete and accurate
Step 5: Generate or support basic reports if required

Workflow: Logistics Coordination & Support

Step 1: Receive order or shipment inquiry from customer or internal team
Step 2: Check shipment status using TMS or tracking system
Step 3: Coordinate with internal teams or carriers
Step 4: Communicate clear status updates to the customer
Step 5: Document shipment notes, delays, or issues in CRM
Step 6: Escalate exceptions according to SOP and follow up

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