Sending a Follow-Up Email

The Follow-up Communications module is a tool in the Bill Advisor that allows CSRs to send an email to a customer after the end of a call. The email thanks the customer for calling and provides brief details about a utility promotion, rebate, or energy-saving tip.

To send a follow-up email:

1. Sign in to the Customer Service Interface.

2. Go to the Bill Advisor tab, and search for and open a customer's account.

3. Navigate to the Follow Up Communications section.

4. In the Customer email field, add the customer's email address, and click Save.

5. Select a template to use for the follow-up email. You can click the Preview button to see what it will look like for the customer.

   Note:

   The preview does not include the email subject line. The default subject line is, "Following up on your recent call to <utility name>". However, this language may have been customized for your utility, and there may be a different subject line for each email template. Contact your supervisor if you have any questions.

6. After you have selected the desired template, click Send.