Customer Support
A business process that coordinates all customer interactions related to inquiries, issues, and feedback, ensuring high satisfaction and effective problem resolution.
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Key Activities
- Documentation and Follow Up
- Escalation and Quality Assurance
- Initial Contact and Triage
- Issue Resolution and Coordination
Activities KPIs
| Attribut / Attribute | Documentation and Follow Up | Escalation and Quality Assurance | Issue Resolution and Coordination | Initial Contact and Triage |
|---|---|---|---|---|
| avg_touch_time_min | 12.0 | 30.0 | 18.0 | 6.0 |
| co2e_per_execution_g | 10 | 25 | 30 | 15 |
| distance_km_per_exec | 0.0 | 0 | 0 | 0 |
| error_rate_pct | 3.0 | 5.5 | 6.0 | 4.5 |
| execution_type | semi_automated | manual | manual | manual |
| frequency_per_month | 900 | 300 | 900 | 2200 |
| manual_workaround | true | true | true | true |
| workaround_degradation | medium | none | none | none |
Ownership
Organization: Customer Service