Intellipop Wiki

Our goal is to follow up with every trouble ticket and sales lead that does not have an install scheduled every 2 days. We do this to ensure that their problem has been resolved, offer additional help, and to capture any unhappy customers before it turns into a much larger issue.

With ticket follow ups you will add a comment on the open ticket and you can use the following script:

Hello, my name is [NAME] and I am calling with Intellipop Internet Services. It looks like we have an open ticket for you regarding [ISSUE], and we would just like to follow up and see how things have been going over the last few days.

It will most likely turn into a conversation but in the ticket notes please note the following.

• Did we resolve your issue?
• If yes, ask if there was anything further we can do.
• If not, gather as much information as you can about the problem and turn the call log into a ticket. Escalate it and let them know you will get it to an admin to review further and they will reach back out to the customer when they are in the office.

If the customer is happy and no other issues are present please comment with relevant information and close the ticket.

NOTE: If you get a voicemail box, comment on the ticket with what you did and try again in 48 hours. If there is no answer the next call leave a voicemail, and send an email advising them to call if they are still having issues.

Voicemail Script

Hello, my name is [NAME] and I am calling with Intellipop Internet Services. It looks like we opened a ticket for you regarding [ISSUE] the other day, and we would just like to follow up and see how things have been going. If you are still experiencing issues or have any questions please feel free to give us a call at 801-851-1770, our lines are open 24/7. Have a great day.