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Follow-ups

How follow-ups give every unhappy customer an owner and a due time, when they open by themselves, and how to work one through to resolved.

How-to guide1 min read

A follow-up is a small case for a customer who had a bad time. It says who owns putting it right, by when, and what has happened so far. Customers notice when a business gets back to them, and a review that changed from two to five stars often started with a follow-up.

When follow-ups open

  • By themselves for reviews at or below the rating chosen under AI, two stars by default, and for reviews flagged for legal action, an injury or discrimination. Reviews that already have a reply, and reviews older than 30 days when they first arrive, don't open one.
  • From private feedback customers leave on your review page.
  • By hand: select Open a follow-up on any review.

A review only ever has one follow-up.

Work a follow-up

Open Follow-ups in the sidebar. The list shows open ones first, overdue ones at the top, with their owner and due date. Select one to see:

  • its stage: Open, Waiting on the customer, or Resolved;
  • its owner: give it to someone and they get a notification;
  • its due date, which you can move;
  • the review or feedback it came from, with a link to reply to the review;
  • the contact details the customer left, if they asked to be contacted;
  • the timeline of notes and changes.

Add a note for each thing that happens, such as "Called Ingrid, sending a replacement strap from Bergen", and select Resolve when it is sorted.

Reply to the review in public as well: a short apology and an invitation to get in touch. Keep the details private, in the follow-up.

Who can do what

Everyone can see follow-ups. Editors and Admins change their stage, owner and due date and add notes.

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