Critical Support Workflow

Suite
Customer Experience
Product
Qualtrics
What's on this page

About the Critical Support Workflow

It's important to know when a customer's unhappy, but even more important to know when their initial issue wasn't resolved. On this support page, we'll cover how to build a workflow that's crucial for frontline teams like call centers. When a customer indicates that their issue hasn't been resolved, you can send a notification to a support manager on a channel of your choice. You can even integrate with your case management software to reopen the issue.

Before You Create This Workflow

Have a Transactional Survey Ready

This critical support workflow is designed to plug into an existing survey, like a post-support survey, where you ask the customer how satisfied they were with the agent's help. If you don't have one already, see our page on how to build a Transactional Survey.

This survey should ask for a rating (e.g., CSAT) and at least one of the following:

  • Text entry for open feedback.
  • A yes/no question that asks whether the customer's issue was resolved.

Know Your CRM

An optional step of this critical support flow lets you reopen the case. If you want to complete this step, it’s important to know what your CRM is. For example, Salesforce, ServiceNow, or Microsoft Dynamics 365. 

 

Qtip: You might need the help of your organization’s IT team for the CRM step.

Step 1: Event and Conditions

In this step, the goal is to make sure the workflow triggers when one of two negative ratings is received and the customer indicates unresolved issues.

Open your survey and go to the Workflows tab. 

Create an event-based workflow.

Choose the Survey response event.

survey response event in a workflow
survey response event in a workflow

Select your feedback survey.

Add a decision.

Change the operator to say All of the following are true.

image of modal where you set up workflow decisions
image of modal where you set up workflow decisions

Next to "All," select Insert condition set below.

In this condition set, add criteria based on the CSAT, if extremely dissatisfied is selected.

if all of the following are true, any of the following are true, then question, CSAT, extremely dissatisfied
if all of the following are true, any of the following are true, then question, CSAT, extremely dissatisfied

Qtip: These steps use CSAT as an example, but you can modify them as needed for your chosen rating.

Next to this, select Insert condition below.

Add criteria based on the CSAT, if moderately dissatisfied is selected.

if any of the following are true: extremely dissatisfied is selected, or moderately dissatisfied is selected
if any of the following are true: extremely dissatisfied is selected, or moderately dissatisfied is selected

Qtip: The CSAT conditions should be indented together under "Any of the following are true," as shown.

Now select the outer condition, under "All of the following are true." Your next steps are different based on whether you:

  • Have a yes/no question that explicitly asks if the customer's issue was resolved.
  • Only collect open text entry feedback.

If you have a yes/no question, add a condition based on this question, and select the issue wasn't resolved option.

a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the question "was your question resolved?" is answered with a "no"
a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the question "was your question resolved?" is answered with a "no"

If you have a text entry question, add a condition based on this question.

basing a condition on a text entry question
basing a condition on a text entry question

Select the question's name again.

Select topic is.

Hover over Qualtrics topic libraries, then Customer Care, then Human Related Feedback - Unresolved Issue.

how the menus to select text topics appear
how the menus to select text topics appear

 

Select is detected.

save decisions button in bottom-right of the modal
save decisions button in bottom-right of the modal

Qtip: This completed condition leverages topic analysis devised by top experts in order to dynamically trigger workflows. In other words, all customers have to do is mention in their feedback that their issue was unresolved, and the critical support workflow will start. To learn more, see TextFlow.

You can now save your decisions.

Example: Below are examples of what your final conditions should look like. If you need help with condition sets, see Conditions and Condition Sets.

a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the question "was your question resolved?" is answered with a "no"
a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the question "was your question resolved?" is answered with a "no"
a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the topic human related feedback - unresolved issue is detected
a condition above the dissatisfied conditions, indented so it's not under the "any" modifier. this condition says to trigger if the topic human related feedback - unresolved issue is detected

Step 2: Notification

Next, you're going to add a task to the same workflow, under the decision you just made. The goal of this task will be to alert a support manager (or agent) that the customer said their issue wasn't resolved.

add a task button in workflow appears after clicking a plus sign
add a task button in workflow appears after clicking a plus sign

Here are some recommended tasks you can use:

See these pages for setup steps. As you create your messages, keep the following in mind:

  • You can set recipients to piped text ( {a} ), allowing dynamic assignment. For example, if you want to send the message to the support representative, you can pull their information from the survey's embedded data.
  • Piped text ( {a} ) can also help when you build the message. Insert key information about the client and their feedback, such as the client's name, a link to the ticket, and their contact information.

Step 3: Case Reopened

The exact next steps are going to vary based on your chosen CRM, but here are the basics:

Add another task to the workflow.

Choose your CRM. Here are a few examples:

Qtip: Try searching the name of your CRM on our support site. If there’s not a prebuilt integration, your IT team can always use APIs or webhooks with a web service task.

Use the task to update the case in your CRM. Change its status to reopen it.

Qtip: In Qualtrics Tickets, this is a good use for a custom status. For example, you could call it "Reopened" to distinguish from open tickets that have never been actioned before.

Attention: Once you’re finished, don’t forget to Publish your workflow!

publish button in a workflow
publish button in a workflow

Workflow Templates

Workflow templates are a faster way to build certain workflows. They come with major tasks and settings already selected, so you only have to enter your specific program’s information. There are a few templates similar to the build described on this page. For example, if you use Zendesk, there's a template that creates a new Zendesk ticket based on an issue being flagged as unresolved.

For more details, see Textflow Templates. 

 

Was this helpful?

The feedback you submit here is used only to help improve this page.

That's great! Thank you for your feedback!

Thank you for your feedback!