How to Document Customer Follow-up Calls

The Quality Conversation (follow-up call) is the most important part of a Customer Engagement Program. When a customer completes a survey as a part of your company's Customer Engagement Program, a survey ticket is created in your company's program. Each survey ticket is assigned to an employee for follow-up with the customer.

Employees should plan on conducting follow-up calls with customers between 48 hours and two weeks after being assigned a ticket. The timeline for customer follow-up is based on your program specifications and the customer's response.

The following article outlines how to document information from a Quality Conversation with a customer.

Access the survey ticket

There are two ways to access survey tickets. The first is through the email that is automatically sent when a survey ticket is created. 

Click the link in the email to go directly to the ticket.

Another way to access the ticket page is through the Tickets navigation link at the top of the page in the Brand Integrity Platform.

Click Tickets to navigate to the Survey Tickets page to see a list of all of your survey tickets.

From the Survey Tickets page, click on the ticket associated with the follow-up call.

Document call outcomes

In the ticket window, categorize the ticket based on the top objectives for the call. Each call should be marked as having achieved one or more of these outcomes.

Include notes from the call in the Notes section. Be detailed enough to serve as a reminder for future action.

Save the ticket as Open or Closed.