Follow Up Process
San Jose SSC Quality
Created on November 11, 2022
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Follow up process
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First Strike
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Phone
Chat
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Click here to review the Chat / Portal Channels Process
If the customer is not available via chat or does not respond to it, please try to contact them on the phone number documented in the ticket, and update the work notes with the information collected over the phone, or close the incident if the customer agrees. If there is no response, leave a voicemail with the following details:
- your name
- your department’s name
- ticket number
- short description of the issue
- reason of your contact attempt (more information/screenshots, closing approval, etc.)
- If within customer working hours, chat is the recommended first way of contact as it is usually the fastest way to contact a user.
- If you made contact with the customer, add the Hangouts conversation to the ticket.
If the customer did not answer the chat and call, please send the customer an email with the information required, following the Communication and Soft skills recommendation: "Good day (Customer's name). This is (Your name) from the Service Desk. I am emailing you regarding the ticket number (INCXXXXXXX) for the issue you are currently experiencing with (XXXXXXXXXX).
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Second Strike
Chat (Optional)
Phone (Optional)
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Third Strike
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Chat (Optional)
Phone (Optional)
Ownership Reminder
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4th Day
In case of three consecutive unsuccessful Customer contact attempts:
- Confirm three attempts were made to contact the customer without any response and all notifications are documented in ServiceNow as customer visible comments.
- Confirm the time reactivation date has lapsed based on the last on-hold setting.
- Set the ticket status to Resolved. Do not use Canceled or Closed status in this scenario.
- Select the “User not responded” Closure Code.
- Remember to create a clear Resolution Note/Closure comment.
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What to do if the customer answers during those 3 strikes?
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Chat
Phone
Ownership Reminder
If the customer replies in any of the three days, the process needs to be restarted from day 1.
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Out of the Office Process
How to handle cases where the user is out of the office?
- Use First Customer Follow-up to document the first customer follow-up attempt. Update the content of the template to reflect the action taken such as hangout, voicemail, etc. Include the relevant information that is pending from the customer.
- Set the ticket status to ‘On Hold - Awaiting Caller’ and set the ‘Reactivation Date’ to one business day after customer contact or one business day after customer return date if OOO.
Ownership Reminder
- Use First Customer Follow-up to document the first customer follow-up attempt. Update the content of the template to reflect the action taken such as hangout, voicemail, etc. Include the relevant information that is pending from the customer.
- Set the ticket status to ‘On Hold - Awaiting Caller’ and set the ‘Reactivation Date’ to one business day after customer contact or one business day after customer return date if OOO.
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