eTouchPoint Releases Reminder Notification to Follow Up on Open Alerts
eTouchPoint is launching a new reminder feature that allows clients to define a reminder / escalation process when alerts are still unresolved for a certain period. This new feature is comprised of two types of follow-up notifications:
- Reminder Notifications – one or more reminder emails over a certain period can be sent to the supervisor that received the original alert notification email. For example, if a supervisor does not change the status from unresolved within 48 hours, reminder notifications can be sent daily over the next two days to prompt follow up.
- Escalation Notifications – after all reminder notifications have been sent and if the alert is still open, one or more reminder emails over a certain period can be sent to the supervisor’s manager or a user at a higher level for follow up. For example, if a supervisor still hasn’t closed the alert after the reminder notifications have been sent, an escalation notification can be sent to the supervisor’s manager and the manager’s director to prompt follow up.
eTouchPoint open alert notifications provide a reminder to follow up on alerts. In the event that an alert is followed up on, a notification can be escalated to make additional users aware that the alert has not been addressed. For more information on this new feature, please contact your eTouchPoint Account Manager.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.
