Customer request management


Collecting & tracking customer feedback is very important to make more informed product decisions. At a glance, you need to understand in which position the requests are standing, how the SLA is working, and if required you need to investigate a request in full. Customer request handling is one of the essential business processes in any organization.

How customer request template will help you in customer support

  1. Standardize your support process: Define how a customer request will move through the stages, what will be the SLAs. Based on your industry and your best practices you can always tweak the process as required.
  2. Keep an eye on all customer requests: See all the customer requests your team is working with, track the current statuses, SLAs, do a search on the requests based on any parameters, and remain updated. You can create custom reports to keep a tab on what is happening with customer support in your team.
  3. Automate manual activities: Send customized, dynamic automatic emails to the person in charge. If the request moves to the stage 'escalation', you can set an automated email to the Support lead with the request details. Once the request is solved and the Stage is 'Moved to production' you can set an automated email to the customer notifying that the request has been taken care of.
  4. Increase customer satisfaction: Forget leaving customer requests unattended or wasting time searching for information, with GoodFlow team will remain in sync and will deliver more and faster, yielding happy customers. With centralized comments, automated notification emails ensure everybody is up to date with the customer requests and the customer is satisfied.

Stages for the Customer Support Request Management Workflow

A customer request management process typically goes through the following stages -

  • Screening
  • Acknowledgment
  • On hold
  • Escalation
  • Solving
  • Testing
  • Closed

customer request management business process

Capture the customer request with an introduction form

In GoodFlow, based on your industry and requirement, you can customize the customer request primary introduction form. Your customer support executives can log the requests manually or if you are capturing the request from your website and passing the value to GoodFlow via API, the fields can be -

  • Full name
  • Email
  • Request summary
  • Request details

customer request management workflow

Stage1: Screening

Whenever a new request arrives, based on the request details the task of customer support is to segment the request by understanding the request type and assigning proper value like billing issue, feature request, functional issue, etc. Also setting the priority of the issue, so that the internal team can take action depending on the priority basis.

Stage2: Solving

If the issue is some type of issue or feature request, which has to be addressed, the developer team changes the status to 'solving'. In this stage for future audit and understanding, the root cause analysis of the issue and the solution need to be written down.

Stage3: Testing

Before releasing to the customer or on the production, the quality analyst tests if the problem is sorted or not. If it is some other type of issue like billing, or related to the account, this testing phase can be bypassed and the case can be closed.

Stage4: Closed

Once the request is properly dealt with, the customer request status can be moved to closed. Many organizations also keep another status as resolved. Once the request is solved an automated email notifies the customer and once they confirmed, the stage of the workflow changes to closed.

Stage4: On Hold

If a customer request is currently not addressable, the customer support team puts it on hold. Some businesses don't move these requests as it becomes obsolete if untouched for a while, some keeps an option open so that on-hold requests can be moved to the acknowledged stage again.

Stage4: Escalation

A customer request moves into the escalation stage if there is any dependency on 3rd party which requires further investigation and approval and discussion with the senior management.

Workflow Automation for Customer Request Management

To reduce the repetitive work, you can set multiple triggers as required. In any business process, automation plays an important role in enhancing productivity and streamlining the work.

Email automation on Task completion

Once the task under 'solving' stage is done, let the client know via email automatically that the request is solved and will be available soon. Rather than crafting these emails each time manually, automation saves a lot of time and human effort.

Auto process transition

After any event like task completion, field value changes if you want to send data to any other software, we got you covered. You can use triggers in GoodFlow and put the webhook details so that we can send the data to the API of your choice.

With GoodFlow, you can design your own methods, tweak the flows, and implement best practices the way you like easily. Let's start with the template and start managing your customer requests right away.

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