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Follow Up Process
San Jose SSC Quality
Created on November 11, 2022
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Transcript
Follow up process
OOO Process
User answers
Click here to review the Chat / Portal Channels Process
Chat
Phone
First Strike
OOO Process
User answers
Phone (Optional)
Chat (Optional)
Second Strike
OOO Process
User answers
Ownership Reminder
Phone (Optional)
Chat (Optional)
Third Strike
OOO Process
User answers
In case of three consecutive unsuccessful Customer contact attempts:
4th Day
OOO Process
User answers
Ownership Reminder
Phone
Chat
What to do if the customer answers during those 3 strikes?
OOO Process
User answers
Ownership Reminder
How to handle cases where the user is out of the office?
Out of the Office Process
OOO Process
User answers
For Chat: There will be an exception for the first follow-up, where you would only need to contact the customer over Google Chat and if no response is being received, by sending an email. The second and third follow-up applies as usual based on the global process For Service Portal: Callbacks will only be necessary if the customer requests them. For the first follow-up, you would only need to contact the customer over Google Chat, and if no response is being received, by sending an email. The second and third follow-up applies as usual based on the global process