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Follow Up Process
San Jose SSC Quality
Created on November 11, 2022
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Transcript
User answers
OOO Process
Follow up process
User answers
OOO Process
First Strike
Chat
Click here to review the Chat / Portal Channels Process
Phone
User answers
OOO Process
Second Strike
Chat (Optional)
Phone (Optional)
User answers
OOO Process
Ownership Reminder
Third Strike
Chat (Optional)
Phone (Optional)
User answers
OOO Process
4th Day
In case of three consecutive unsuccessful Customer contact attempts:
User answers
OOO Process
Ownership Reminder
What to do if the customer answers during those 3 strikes?
Chat
Phone
User answers
OOO Process
Ownership Reminder
Out of the Office Process
How to handle cases where the user is out of the office?
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