Non-voice process involves interaction through text with the customer. The roles and responsibilities depend on your job role. However, on a general note, non-voice process should have some basic elements. If this a email based response, the customer cannot hear you or get a feel of your response and ask questions to clarify in case your answer is not clear. Your answer to the customer becomes the moment of truth for him. On a process level, standardization of responses help. This can be done via designing a training manual and providing training to the executives. Etiquettes in written communication have to be maintained.
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