Subject: follow up for 1 day - suggestion
From: Jose Manuel Pereira Seguro De Carvalho Filho <[email-masked]>
To: Virat <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Tue, 29 May 2018 14:41:07 +0530 (IST)

Hi Virat, 

As we previously discussed, I would like to highlight the issues that we are facing to follow up the case every day. 

Few weeks ago, we were able to use the option to put the follow up to 2 days however we can not do this anymore. 

As we have to wait for FS instructions to solve the customer's issues properly and, in many cases, it takes more than 3 days, i am observing that many customers are not happy to receive every day a reply from us that we are working or investigating the case, without giving a solution. 

For sure, it is very important to keep the customers informed that we are working on his/her case but sending email everyday, can be interpreted as a bad customer service. 

My suggestion would be, at least, to have the option to put on follow up for 2 days. As agent, we are able to know in which case we should not sending to the customers again the reply that "we are working/ investighating the issue". 

Waiting for your comments. 

Rgds, 
Jose