Modeling call flow for better customer service

Look at how we simplified a call flow with a simple diagram that leads a user through a conversation step by step.

Call Flow Diagram for Call Center

Contact and call centers of all industries and sizes have some variation of a Call Flow integrating chat, email or texting into their centers. 

We decided to simplify an agent’s roadmap by a simple diagram that tells them exactly which direction they need to follow from the minute they answer the phone until the end of the call.

Client Call Center
Business need user journey map and user flow
Scope concept design, UI/UX, interactive mockups
Technology React, GoJS

Solution overview

Visual call flow

Visual call flow

The map includes directions such as what questions to ask, which actions to perform and whether the call needs to be escalated to a manager. Depending on the business’s or customer’s needs, the call flow may have additional or fewer drag & drop components.

Customizable widgets’ palette

We reconciled the possibilities of GoJS with the client’s expectations by adding several controls in the property sidebar, such as customer source, location, mailbox, or tags.

Customizable widgets' palette
Many sources, one solution

Many sources, one solution

The solution operates on many input sources, like phone calls, chatbots, emails, or even video calls. The AI and Voice recognition involved in it enables process automation.

Call Flow Diagram means faster customer service

The Call Flow Diagram satisfies major call or contact centers’ needs. It gives you an intuitive platform where you can create a flow diagram using simple drag&drop elements and objects.

It’s a helpful tool for all organizations that deal with indirect communication with clients on a regular basis. The tool enables creating, managing, and controlling complex and straightforward call flow. Consequently, call or contact centers can satisfy clients much faster and reduce workload.

Call Flow Diagram Benefits

intuitive flowchart

intuitive flowchart

visual modeling of processes

visual modeling of processes

better customer service

better customer service

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