Tools

Go to messages to respond to service requests. Ask for the customer's phone number and call them once a phone number is provided.

Go to the New tab, select the customer's name and click on the Show Number button(only click the Show Number if you are ready to call the customer). All followed-up customers should show on the Potential tab, and put a note if you were able to book the call or not.

Online reputation and customer experience software. If we get a thumbs down (detractor) from a customer, go to Broadly, click on the customer's name and turn the notifications off for that customer.

If the customer provided a phone number, go ahead and call the customer. Otherwise, jump in the chat and ask for the customer's phone number.

Follow up with the customer using the phone number provided in the email.