Responding to a case

When a new case is automatically routed or manually assigned to you, it appears in your Activity work queue. NABD assigns a case number and the case is now open for you to begin work.

As you proceed through resolving a customer's case, as an agent, you need to keep the customer up-to-date on the status of their issue. Keeping the customer in the loop while you are resolving their issue is a key component of excellent customer service.

One of your main contact methods with a customer is via email, but you can also respond to the customer via Facebook, Twitter, and phone call. Using Facebook or Twitter is a great choice if you are answering a question that applies to more than just this one customer. These two methods of communication allow you to get the information to many customers at once.