FollowUp
What is FollowUp?
FollowUp is a function in the Upstream Works desktop products that allows agents and supervisors to create tasks that ensure follow-through on customer interactions. This can include sending an email, processing a claim or providing status updates.
Many customer requests cannot be finished while the customer is still on the line or in the chat. A claim needs processing, a document needs sending or a status update is due later. A follow-up task captures that commitment so it is tracked rather than left to memory, and it stays linked to the original interaction and its context.
Follow-through matters because missed promises are a common cause of repeat contacts, which are a form of failure demand: the customer gets back in touch only because something was not done. Organizations typically watch open and overdue follow-up tasks and repeat contacts on the same issue to judge whether commitments are being kept. FollowUp is a function of legacy Upstream Works desktop products; for the current platform, see Totalix.
Related: Task, Back Office, Failure demand, Totalix.