Boots UK HD / CFS WIMO Call Flow Map

1. Customer Inquiry Initiation

• Trigger: Customer visits the Boots UK website for support regarding orders, returns, or account issues.
• Channels: Virtual Assistant (Chatbot), Phone, Email, FAQ section.
• Key Entry Points:
  • Virtual Assistant ("Where is my order?")
  • Phone support (for urgent issues or escalations)

2. Virtual Assistant (Initial Contact)

• Bot Response:
  • Provides instant responses to common questions like order status, delivery tracking, or returns.
  • For order queries, the assistant prompts customers to provide their order number.
• Outcome:
  • Customer receives information directly (e.g., tracking link, expected delivery date) or instruction to track multiple parcels.

3. Issue Categorization

• Order-related Inquiry:
  • Missing, delayed, or incorrect items.
• Returns or Refund Inquiry:
  • Processed either in-store or by post.
• Account/Advantage Card Issues:
  • Changes to details or card replacement.
• Escalation Criteria:
  • Virtual Assistant identifies queries requiring human intervention, such as unresolved issues after multiple queries.

4. Escalation to Customer Support (Help Desk)

• Trigger: When the Virtual Assistant cannot resolve the issue (e.g., multiple missing items, failed delivery).
• Actions:
  • Transfers to Phone Agent or prompts the customer to call.
  • Help Desk agents verify the issue, check order history, or escalate to specialized departments (e.g., logistics, product teams).
• Incident Logging: Agent logs the issue in Boots' incident management system.

5. Incident Management (WIMO Process)

• Tier 1 Resolution: Help Desk resolves basic issues like order tracking or refunds.
• Tier 2 Escalation: For complex issues (e.g., wrong items delivered multiple times, missing refund), cases escalate to Incident Management.
  • Incident handlers investigate by contacting suppliers, couriers, or internal departments.
• Customer Notifications: Updates sent via SMS or email regarding case status.

6. Resolution and Closure

• Resolution Provided: Issue is resolved (e.g., replacement sent, refund processed).
• Feedback Request: Customers are prompted to provide feedback on their experience.
• Ticket Closure: Once resolved, the incident is closed, and an email confirmation is sent.

This structure ensures smooth resolution of queries, with clear paths for escalation if the virtual assistant cannot handle the issue.