Orchid BPO & Customer SolutionsOrchid

Customer Service Flow Chart

Input: Inquiry, service request, feedback, or complaint submitted by a carenest client.
Reception
Greeting
Channel Ingestion
Client Identification
Inquiry Diagnosis
Categorization
Inquiry
Request
Claim /complaint
Info Request
First-Level Resolution
Resolved?
De-Escalation
Resolved?
Client Resolution
Case Closure
Internal Escalation
CSAT Survey
Request or complaint resolved or escalated with follow-up, interaction documented in the CRM, and customer satisfaction recorded.