A form is a document that records the details of an activity in the customer service process. This refers to the digital record of the assistance request, where the customer's data, the problem to be solved and the agent assigned to resolve the situation are established.
Understanding what a form is and how to use this data systematization technique is essential to increasing the efficiency of the support team and improving the customer experience.
Read on to learn:
What is a form?
What is a form for?
What are the characteristics of this document?
What are the parts of a form?
What data can a form contain?
How to create a form in Google
Examples of forms for customer service
What is a form?
A form is a document, printed japan whatsapp number list or digital, used to record the activities carried out by an organization with the aim of storing, in a standardized way, the details about a certain situation or process.
In the customer service area , the form is known as a support ticket . It is a digital document where the agent includes structured data about:
the client – name, surname, address, history of interactions with the company;
the product or service – when, how much, how and where it was purchased;
the problem – start date, possible causes, level of urgency to resolve it.
If you want to go beyond the “what is a form” question and discover how this works in a chat conversation, read: Zendesk Chat Forms .
What is a form for?
A form serves to standardize the collection, storage and processing of data to homogenize the information you obtain from customers in their interaction with the support area.
In a company, for example, the form can be used to organize customer information from their first contact and record their habits and preferences to personalize their experience .
This procedure contributes to improving the quality of service , optimizing technical support operations and therefore increasing customer satisfaction .
While the benefits of using forms are clear, 66 % of companies do not have a centralized data management strategy. This does not necessarily mean that they do not know what a form is, but that they do not yet see its usefulness or do not know how to implement it.