Workflow Templates: Customer Support Checklist

Template Library Home

Start using this Workflow

Customer Support Checklist

Initial Customer Contact

Greet the customer and introduce yourself.

Confirm the customer's identity to ensure confidentiality and security.

Ask open-ended questions to understand the customer's issue or request.

Issue Identification and Documentation

Listen attentively to the customer's description of the issue.

Request any necessary screenshots or error logs from the customer.

Document the issue in the support ticketing system for future reference.

Problem Solving

Analyze the reported issue and compare it with known bugs or previous tickets.

Offer step-by-step troubleshooting guidance to the customer.

Escalate the issue to the relevant technical team if it cannot be resolved immediately.

Follow-up and Feedback

Inform the customer of the estimated time for issue resolution.

Follow up with the customer after the issue has been resolved to ensure satisfaction.

Encourage the customer to provide feedback on the support experience.

Technical Support and Escalation

Identify if the issue requires technical support beyond the initial support level.

Provide clear instructions on how to implement temporary workarounds if available.

Communicate the escalation process and expected resolution times to the customer.

Resolution and Closure

Confirm with the customer that the issue has been resolved to their satisfaction.

Update the support ticket to reflect the resolution status.

Thank the customer for their patience and offer further assistance if needed.

Use this template in Manifestly

Start a Free 14 Day Trial

Use Slack? Start your trial with one click

With Slack

Ready to take control of your recurring tasks?

Start Free 14-Day Trial

Use Slack? Sign up with one click

With Slack

Company

About
Product Roadmap
API Reference
Privacy Policy
Terms
Contact Us
Blog

Resources

Help
Getting Started Guides
Video Center
Demos
Your Account
Use Cases
Pricing

When you visit or interact with our sites, services or tools, we or our authorised service providers may use cookies for storing information to help provide you with a better, faster and safer experience and for marketing purposes.