Best Practices for Following Up on 'Support Required' Calls
Handle Support Required conversations effectively in Local Business Pro to rescue potential customers.
Quick Answer: Prioritize Support Required conversations for same-day follow-up. Read the full transcript to understand the issue, then call or message the customer to resolve their concern and salvage the relationship.
What 'Support Required' Means
Your AI flagged these conversations because it couldn't fully help the customer. They may have had complex questions, expressed frustration, or specifically asked for human assistance.
Follow-Up Best Practices
- Review Support Required conversations same day when possible
- Read the full transcript before contacting the customer
- Understand what they needed that the AI couldn't provide
- Call them back - phone is more personal than text for support issues
- Acknowledge the AI interaction: 'I saw you called earlier about...'
- Resolve their issue completely
- Update the status to Resolved when done
- Note any AI improvements needed
Sample Follow-Up Script
'Hi [Name], this is [Your name] from [Business]. I noticed you called earlier and I wanted to personally follow up to make sure we could help you with [their issue]. I'm sorry if our initial response wasn't quite what you needed - how can I help you today?'
Frequently Asked Questions
Q: How quickly should I follow up?
A: Same day is ideal. Within 24 hours at most. Speed shows you care.
Q: What if they don't answer?
A: Leave a voicemail and send a follow-up text with your direct contact info.
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Last updated: February 1, 2025