Subject: Fwd: [PROCESS UPDATE] - Sending a holding email when Following Up a case.
From: Urvika Chaudhary <[email-masked]>
To: vandana <[email-masked]>
Cc: Ashwinee Latchayya <[email-masked]>
Date: Sat, 30 Jun 2018 12:23:15 +0530 (IST)

Hi Vandana 

PFA 

This email was floated on 22 May however you worked on the case from 5th June to 20th June 

Please make sure all the updates are thoroughly read and understood. 

Warm Regards, 
Urvika Chaudhary 
Trainer Manager - Viagogo.com 
LiveSalesman.com 
[email-masked] 

From: "Brian Sexton" <[email-masked]> 
To: "Viagogo Group" <[email-masked]> 
Cc: "Viraat Joshi" <[email-masked]>, "Urvika Chaudhary" <[email-masked]>, "maiwenn gouthe" <[email-masked]>, "Darren OToole" <[email-masked]> 
Sent: Tuesday, May 22, 2018 4:54:44 PM 
Subject: Fw: [PROCESS UPDATE] - Sending a holding email when Following Up a case. 

	

PROCESS UPDATE 

DATE 	

22/05/2018 

TOPIC 	

Sending a holding email when Following Up a case. 

DETAILS 	

As you know, all customer contacts have to be answered as soon as possible, however it may happen that sometimes you need to set a follow up to verify your answer with a TL/Floor Support before replying to the customer. As we do not want customers to be left without any update about their case for too long, we added the new feature below in CSL. 

    * If you set a follow up on a case and haven’t replied to the customer yet, a message will ask you if you wish to send a holding email to the customer to let them know we are looking into their issue: 

    * Click on the blue link “Clicking here” to be redirected to the blurb tool where a new blurb has been added; 
    * Look for the blurb called “Holding Email Only to be used when following up without replying for a short period of time” 
    * Amend it as needed and click on “Send” – You will then be able to go back to your follow up screen: 

Note : if you do not want to send a holding email because you are only following up for 5/10 minutes before providing the customer with a full answer, you have the option to not send the holding email by ticking the box: 

REMINDER: regardless of which option you are choosing (sending the holding email or not), you always need to go back to the case to answer the customer and close the case.