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Check back with customers after a fix
Every resolved case gets a friendly follow-up a few days later, so you catch problems that didn't stay fixed before the customer has to chase.
When to use it
A few days after each case is resolved
Step by step
Track resolved cases in a sheet
In Google Sheets, add columns for case reference, what was fixed, date resolved, follow-up date and outcome. Use a simple formula to set the follow-up date a few days after the resolved date.
Get a daily nudge
Set a daily recurring Google Calendar event with a link to the sheet, and use Google Sheets' notification settings to email you when rows change, if that helps.
Write follow-ups in one batch
Each morning, copy the rows due today (case reference and what was fixed, no personal details) into your AI assistant.
Prompt to copyI'm a customer service rep. For each case below, write a short follow-up email checking the fix worked. Cases: [paste rows: reference, what was fixed]. Each email should: mention what we fixed in plain words, ask one simple question ('Is everything working as it should?'), say exactly how to reply if not, and be under 80 words. Label each email with its case reference. Don't use the same opening line for every email.Schedule and send
Paste each draft into Gmail, add the customer's name, and use schedule send to time it for a sensible hour. Record the reply in the outcome column.
What you get
Case 48213: Hi Jordan, last week we replaced the faulty charger on your order. Is everything working as it should now? If not, just reply to this email and I'll pick it up personally. Thanks, Sam
Tips
- If someone replies that the fix didn't work, reopen the case straight away rather than starting a new one, so the history stays together.