How do I conduct follow-ups?

When a follow-up has been created, it is time to act on it. To view the issues to be followed up that have been received, you select Brilliant Loyalty System and the submenu Follow-ups. You can also receive e-mail notifications when an issue to be followed up has come in (talk to the rule administrator in the company about this).

It is possible to filter which follow-ups you want to view. The selection is made in the drop-down menu. The person with main responsibility accesses everybody's follow-ups for a rule. Rule administrators access all of them, regardless of rule.

Select an issue to be followed-up by clicking on the symbol of a head with the plus sign. You are now allocated the follow-up. When a person is allocated, nobody else with the same role will access the follow-up.

Information is displayed at the top of the follow-up card about the customer who is to be contacted (Customer) and which survey it concerned (Survey), together with the date that the customer submitted his/her points of view. If the rule has the setting that the employee's name shall be visible, that information is also available.

In addition, the conversation guide and the customer's answers to the questionnaire are available on the same page.

Fill in the follow-up questionnaire during the course of the conversation, and then select status in the field at the bottom when the conversation guide (”manuscript”) for follow-up is completed. You can select in the status field from ”Try again later”, ”Not relevant”, ”Finished”, ”Remove allocation” or ”Escalate”. When a status is changed, it requires a comment on why. You also view the status log at the bottom in the follow-up card together with comments.