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Consumer Follow Up Best Practices

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Questions and Answers

Why is it important to respond to consumers within 2 days?

To maintain service level and good consumer satisfaction (correct)

To increase the number of errors in the case

To delay the resolution process

To avoid having to interact with other specialists

Why is it preferred for the same specialist to reply to consumers?

To complicate the case handling process

To shift responsibility to other specialists

To prevent errors and ensure familiarity with the case (correct)

To speed up the resolution process

What is the purpose of separating follow-up queues by region?

To assign cases randomly

To decrease consumer satisfaction

To manage follow-ups efficiently by region (correct)

To confuse the agents

What happens when you click on a category in the queue?

The queue is sorted by that category Signup and view all the answers

Why is it important for agents to get familiar with a case before looking into new information?

To ensure accurate updates and responses Signup and view all the answers

What appears as a widget on the Emplifi homepage for actions that are past due or due today?

Pending Actions Signup and view all the answers

Where can you access all the actions you are assigned besides the Emplifi homepage?

Work Items report Signup and view all the answers

What action should you take to mark each Pending Action as complete within a case?

Click Post Action Signup and view all the answers

What field should be updated within the Issue Element when adding evidence of Photoproof?

Batch Code Signup and view all the answers

What should you do if a consumer clearly refuses to complete a survey according to the text?

Ask clarifying questions in follow-up communications Signup and view all the answers