In today’s competitive job market, having a portfolio isn’t just for designers and developers. Professionals in other fields, such as customer service, can also benefit from showcasing their skills and problem-solving abilities. I am kicking off a series focused on building a portfolio for customer service professionals and other professionals who are looking for work. For Customer Service Professionals we’ll start with a key component: creating a customer service workflow.
Why a Customer Service Portfolio?
A strong portfolio can help candidates stand out by demonstrating their ability to manage workflows, resolve customer issues, and implement efficient support systems. This series will not only help you build a portfolio but also walk you through the process of setting up customer support on a website.
Step 1: Understanding Customer Support Needs
Customer service is more than just answering calls—it’s about providing a seamless support experience through various communication channels. To better understand what works best, I analyzed different customer service workflows and decided to implement a live chat feature on my website. Previously, I used Drift as a chatbot, but I wanted to explore new solutions that align with my current business needs.
Step 2: Choosing the Right Customer Support Tools
To make an informed decision, I turned to AI (specifically Gemini) to get recommendations on customer support tools suitable for someone who manages multiple services, including:
Marketing operations
CRM management
LMS and CMS management
Program management
Based on the recommendations, I considered the following features:
Live Chat Support – To provide real-time assistance to potential clients.
Ticketing System – For tracking and managing client requests, reducing back-and-forth emails.
Email Support – Ensuring categorized and prioritized responses.
Scheduling Tools – Using Google’s scheduling features for easy appointment setting.
FAQ Knowledge Base – A self-service option for common inquiries (to be developed as a separate project).
Step 3: Selecting the Right Plugin
After researching WordPress plugins, I narrowed my choices down to two options:
Chatway: Offers live chat, WhatsApp integration, and chat buttons.
HelpCrunch: Includes a built-in knowledge base for a comprehensive support system.
I evaluated these plugins based on:
Number of active installs
User reviews and ratings
Last update and developer support
Ultimately, I chose Chatway due to its larger install base and feature set that fits my immediate goals.
Step 4: Planning the Workflow
Before jumping into installation, it’s crucial to map out a customer service workflow. This ensures that potential customers who visit the website have a clear, efficient path to getting their issues resolved. Key considerations include:
How visitors will navigate customer support features.
The steps required to submit a query.
How issues will be categorized and prioritized.
What’s Next?
In Part Two, I will walk through the installation and configuration of Chatway, ensuring that the workflow is designed for optimal user experience. Stay tuned for a hands-on guide to setting up live chat and structuring an effective customer service workflow!
By following this series, you’ll not only learn how to enhance your website’s customer support but also develop a solid project to showcase in your portfolio.
Let’s build a customer service workflow that stands out!
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