Incident Confirmation and Follow Up

When a customer submits a request for support or service, there is often a degree of urgency, anxiety, or dissatisfaction involved. This makes it an important opportunity for a company to show its responsiveness to customer incidents and concerns. CDC MarketFirst enables companies to respond instantly to incident submission and help maintain a regular stream of communication through to the satisfactory resolution of the incident.

Use CDC MarketFirst to keep customers informed and satisfied throughout incident resolution:

Provide an immediate response

Use CDC MarketFirst's event-triggered communications capabilities to deliver instant confirmation to the customer that their support-incident submission has been received and assigned for service. Use this opportunity to educate them about what to expect (anticipated time until next follow-up, resolution, etc.), who to contact, where to find more information, and how to update their incident if conditions change.

Follow up with regular updates

An instant confirmation without subsequent reliable follow-up is inadequate reassurance to a concerned customer. Use CDC MarketFirst to send scheduled updates to the customer to assure them that their incident is being explored and pursued. These communications can be continued through incident resolution and even extend into post-resolution follow-up; for example, the company's customer service department can check in with the customer at a defined interval following incident resolution to ensure that the solution continues to be satisfactory.

Survey customers on incident resolution

Know immediately how your customers feel about their support experience and use the information to ensure their satisfaction and refine future processes. CDC MarketFirst can trigger an incident-specific survey immediately upon the resolution of the support incident, when it is freshest in the customer's mind, to help turn up useful information about their reaction to the resolution process.