Follow-up: Why

A lot of people ask why are follow-ups important? There are quite a few reasons why they should be done and they are quite important.

  • Improve the experience. By following-up proactively, your customers don’t have to. This improves the customer service experience and makes it so the customer doesn’t have to be nearly as involved in getting service.
  • Brand. When you call and say “Hi, I’m calling from Company XYZ.” you’re building your brand. The customer is learning about your brand and that you care about service. When you have the customer on the phone, you might as well build your brand.
  • Resolve issues. When a follow-up is conducted, an issue can confidently be marked as resolved. This way your staff members don’t have to keep reading over it and guessing if it’s really finished.
  • Gather feedback. Follow-ups are a great way to gather feedback about a particular issue or just the overall way your support department operates. A customer will likely give some feedback if asked, and customer feedback is required to improve the customer service experience.
  • Make customers happier! If nothing else will convince you to follow-up, this should. When customers get pro-active follow-ups, they think more of your customer service and your company. That way, when they go to buy something that your company sells, they think of you.

A short post, yes, but you should know that following up is extremely important. Just one of these points should be enough to convince you to start following up on certain issues.