Guiding Your Process, Shepherding Your Success
Empower your agents with expert guidance on complex processes. By providing step-by-step instructions, you’ll boost compliance, reduce ramp time, and streamline interactions with customers. Give your agents the Discussion Trees they need to excel.
How it works
1
Create Your Workflows
With our intuitive drag-and-drop editor, your business analysts can effortlessly create workflows that guides agents though the process. Factor in every edge case and incorporate relevant help documentation within each step to ensure perfect adherence.
2
Add External Integration
Utilizing low-code API blocks, you can seamlessly integrate Process Shepherd with your current CRM or helpdesk system. This integration can help you make flow decisions, present relevant information to agents, and automate data entry tasks, ultimately reducing average handling time.
3
Agents use it on every interaction
Provide your agents with bite-sized interactive decision trees that can guide them through any process, even if they are unfamiliar with it. Eliminate the need for them to search through documentation or seek assistance from team leaders. Whenever an agent is presented with an interaction, Process Shepherd can suggest the most suitable workflows to match.
4
Measure, Analyze, Improve, Repeat
You can measure the performance of every process with built in reporting which can also be exported into external BI platforms. The reports can provide detailed information down to the compliance level and auditing events. Agents can provide feedback on their experience to assist with ongoing tuning and refinement of the agent scripting over time.
Desktop integration
Process Shepherd can be used as a window alongside your standard applications or integrated within them. Embedding within CX, CRM, or helpdesk platforms can have Process Shepherd automatically suggest recommended workflows that best match the interaction the agent has opened
How We Can Help
Process Shepherd is a powerful platform that can help organizations improve efficiency and compliance within their contact centers. By reducing onboarding time, ramp-up time, and average handling time while ensuring compliance with the most current business processes, our platform helps organizations provide the best possible customer experience.
Additionally, by automating steps within a process, we can save time and reduce human error, leading to increased efficiency and productivity
80%
Reduce Agent Onboarding Time
40%
Reduce Agent
Ramp Time
30%
Reduce Average Handling Time
FAQ
A decision tree is a guided, step-by-step path that walks an agent through a process by asking the right questions and presenting the correct action based on the situation. Instead of guessing or checking documentation, the agent follows a branching sequence of prompts that lead them to the correct resolution every time.
Decision trees eliminate inconsistency, reduce errors, and help even new agents handle complex scenarios with confidence.
Workflow automation uses rules, triggers, and integrated system actions to remove repetitive manual steps from a process.
Instead of an agent typing the same data over and over, switching between screens, or escalating for approvals, automated workflows handle those tasks instantly in the background.
The result: faster handling time, fewer mistakes, and agents who can focus on solving the customer’s actual problem.
Process mapping is the act of breaking down a business process into clear, visual steps so you can see exactly how work flows from start to finish.
It exposes bottlenecks, unnecessary steps, compliance risks, and points where agents typically get stuck. When done well, it becomes the foundation for standardizing procedures, improving efficiency, and designing guided workflows that teams can follow consistently.
Yes. Process Shepherd is a no-code / low-code platform.
Business analysts, team leads, and process owners can build guided workflows, decision trees, and automated steps without writing a single line of code.
For organizations that want deeper functionality, optional low-code API blocks allow integrations with CRMs, helpdesks, and internal systems — but the core workflow builder requires no engineering resources.
No. The trees are designed to be simple, clickable prompts. Agents just read, select, and follow the path. This makes them ideal for new hires, remote teams, or anyone who isn’t fully confident with the process yet.
