Ensure reliable updates to online consultations

Last Updated：

2026-01-20

Centralized forms replaced fragmented emails, ensuring accurate data flow and higher customer satisfaction.

1. Issue: Inaccurate or incomplete additional information from customers

There is a BPO company that provides outsourced online customer support. A team of 30 staff members receives online consultation requests from customers via a web form and provides same-day notifications of their requested schedules.

However, after submitting a request, customers often had additional information to share, such as “I forgot to attach the question list” or “I’d like to change the preferred date and time.”

This kind of back-and-forth communication over the phone and through email made it difficult for staff to accurately understand the customer’s intent, sometimes resulting in conflicting information. As a result, critical information was often missed.

2. Solution: Implementation of an Additional Information Form

The process owner has set up a new, dedicated form for submitting additional information. By including the URL for this form in the confirmation email, customers can now directly input and send any necessary details.

Now, staff only need to verify the information submitted through this form, preventing the confusion that used to occur with emails and phone calls.

Reliable information flow for meeting prep has directly enhanced customer satisfaction.

Before

View details of the workflow diagram

The process starts upon submission of the web form.

Automated Receipt Generation

Create a confirmation record for the submitted content.

Thank-You Message Generator

The AI process creates an automated reply email with an acknowledgment message.

Send a confirmation email

Send the created email.

Set operator’s email

Notify the assigned operator.

Customer emails → Custom domains

If the request from the client includes information about a preferred operator, the AI will use this data to automatically assign the most relevant one.

Edit notifications

The assigned operator drafts the notification.

Notification email

The reply email created by the operator is sent to the client.

No Response

It is processed if the operator determines a reply is not needed.

After