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{{this}} is the macro process representing the processes associated with providing support to customers and potential customers. This includes pre- and post-sales support.

{{this}} processes provide value to customers and enhance customer intimacy depending on the type of assistance requested:
{|class="wikitable smwtable csstable" style="white-space: nowrap;"
|-
|'''Assistance Type'''||'''{{this}}'''||'''Input'''||'''Process'''||'''Output'''
|-class="row-even"
|
* Inquiry
|
* [[ss:A1|A1]]
|
* Information request
|
* Respond
|
* Information
|-
|
* Claims
|
* [[ss:A2|A2]]
|
* Customer issue
* Customer complaint
|
* Resolve
|
* Refund
* Return/Replacement
|-
|
*Custom Solutions
|
* [[ss:A3|A3]]
|
* Inquiry
* Support request
|
* Problem solving
* Customization
|
* Information
* Solution
* Training
|-
|
*Advisory
|
* [[ss:A4|A4]]
|
* Quality issue
* Recall advise
|
* Notify
* Recall
* Repair
* Replace
|
* [[t:FSN|Recall notice]]
* Recall instructions
|}

{{this}} covers customer service activities as well as technical support services: For example in the Chemical industry: technical support for application of a product in a customer's production process.
===Use cases===
* Self-service website - Customer portal, online helpdesk, mobile support app, support chat
* Call Center - Telephone answering service, helpdesk service, after-hours support, customer service
* Customer Service Departments - Helpdesk, order desk
* Technical Support Teams - Remote, traveling or customer in-house technical support staff
* Product recalls - Defective devices or vehicles (hardware), health risks for food or medications, bug fixes for devices or software
* In [[t:Retail]]: Customer Service Desk
===Notes===
[[ss:A3]] ([[ss:A3|A3]]) processes may include application of the product at the customer, however true installation services are typically described using [[SC]] processes by a service version of the [[sc:M]] process. Similarly a call center may receive an inquiry about a product return ([[ss:A1|A1]]) and route the customer to the [[SC]] process for [[t:RL|Returns]] ([[sc:S4|S4]]).
<ins>
[[Link::t:I2Q]]
[[Link::t:CRM(S)]]
</ins>
[[Category:Process]][[Category:Sales & Support]]
{{object
|name=Assist
|parent=SSO
|sort=D00000
|level=1
|keywords=Sales, Support, Agent, Customer, Service, Assistance, Call Center, Warranty, Claim, Return, Self Service, Pro-active, Recall, Sales & Support
|description=Providing support to customers and potential customers. This includes pre- and post-sales support. Customer assistance is offered based on inquiries, issues and claims or pro-actively for recalls or product updates
}}

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← Older revision	Revision as of 03:23, 27 October 2021
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 |name=Assist
 |parent=SSO
-|sort=D00000
+|sort=3400000
 |level=1
 |keywords=Sales, Support, Agent, Customer, Service, Assistance, Call Center, Warranty, Claim, Return, Self Service, Pro-active, Recall, Sales & Support
 |description=Providing support to customers and potential customers. This includes pre- and post-sales support. Customer assistance is offered based on inquiries, issues and claims or pro-actively for recalls or product updates
 }}

ss:A - Revision history

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ORwiki at 03:23, 27 October 2021

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