Circulos AI

Support AI Skill

Automated Follow Up Sequences

Automate post-resolution follow-up sequences including CSAT surveys, issue recurrence checks, and feedback collection. Use when designing follow-up email sequences, configuring survey automation, managing feedback loops, reducing issue recurrence, or improving customer satisfaction through systematic follow-up. Triggers on phrases like "follow-up sequence", "CSAT automation", "post-resolution survey", "feedback collection", "issue recurrence", "follow-up email", "satisfaction survey", "customer feedback loop", "resolution confirmation".

Automated Follow-Up Sequences

Systematically follow up with customers after ticket resolution to ensure satisfaction and detect recurrence.

Workflow

Follow-Up Sequence Design

Trigger: New support process; quarterly follow-up optimization; CSAT improvement initiative:

  1. Sequence mapping: Define follow-up touchpoints post-resolution — immediate confirmation (0 min), CSAT survey (24 hours), recurrence check (7 days), general check-in (30 days); design conditional branching based on responses.
  2. Template creation: Write email templates for each touchpoint — resolution confirmation, CSAT survey, recurrence check, check-in; personalize with customer name, ticket details, agent name; design for mobile readability.
  3. Survey configuration: Configure CSAT survey (1–5 star scale); add optional comment field; configure NPS survey for quarterly cadence; set up response routing (positive → thank you, negative → follow-up ticket).
  4. Automation setup: Configure trigger rules in help desk/automation tool — on ticket resolved → start sequence; on survey response → branch; on no response → send reminder (optional); on negative response → create follow-up ticket.
  5. Feedback routing: Positive feedback (4–5 stars) → thank you email + log in CRM; negative feedback (1–3 stars) → create follow-up ticket (Priority: Medium) → assign to original agent or team lead; no response → skip (no spam).
  6. Analytics dashboard: Build dashboard tracking — survey response rate, CSAT distribution, recurrence rate, follow-up resolution rate, time to re-resolution; set alerts for CSAT drops.
  7. Launch and iterate: Soft launch to 20% of resolved tickets; monitor response rate, CSAT, complaint rate; A/B test timing and messaging; full launch after 2-week validation.
  8. Continuous optimization: Monthly review of sequence performance; quarterly template refresh; annual sequence restructuring based on data.

Follow-Up Sequence Template

FOLLOW-UP SEQUENCE — 4-TOUCHPOINT FLOW
=========================================

Touchpoint 1: Resolution Confirmation (immediate, within 5 minutes)
  Trigger: Ticket marked as resolved
  Channel: Email
  Template:
    Subject: Your support request #[Ticket ID] has been resolved

    Hi {{customer_name}},

    Your support request "{{ticket_subject}}" has been resolved by {{agent_name}}.

    Summary of resolution:
    {{resolution_summary}}

    If you need anything else, simply reply to this email or visit our help center: {{help_center_url}}

    Best regards,
    {{agent_name}}
    {{company}} Support Team

Touchpoint 2: CSAT Survey (24 hours after resolution)
  Trigger: 24 hours after ticket resolved AND customer hasn't reopened ticket
  Channel: Email
  Template:
    Subject: How did we do? Quick feedback on ticket #[Ticket ID]

    Hi {{customer_name}},

    We resolved your request "{{ticket_subject}}" yesterday. How was your experience?

    [1 Star] [2 Stars] [3 Stars] [4 Stars] [5 Stars]
    (Click to rate)

    Optional: What could we improve?
    [Text field]

    This helps us serve you better. Thanks for your feedback!

    — {{company}} Support Team

  Branching:
    4–5 stars → Thank you email (Touchpoint 2a)
    1–3 stars → Follow-up ticket created (Touchpoint 2b)
    No response → Skip (no reminder sent)

Touchpoint 2a: Thank You (immediately after positive rating)
  Template:
    Subject: Thanks for your feedback!

    Hi {{customer_name}},

    Thank you for rating your support experience. We're glad we could help!

    If you need anything in the future, we're here.

    — {{company}} Support Team

Touchpoint 2b: Negative Feedback Follow-Up (within 4 hours of negative rating)
  Action: Create follow-up ticket (Priority: Medium)
  Assignment: Original agent OR team lead (if original agent unavailable)
  Template (internal note on follow-up ticket):
    Customer rated [X]/5 stars for ticket #[original_ticket_id]
    Feedback: "{{customer_comment}}"
    Action: Reach out to understand and resolve concerns

  Template (email to customer):
    Subject: Re: Your feedback on ticket #[Ticket ID]

    Hi {{customer_name}},

    Thank you for your feedback. We want to make sure your issue is fully resolved.

    Could you share more about what went wrong so we can improve?

    — {{company}} Support Team

Touchpoint 3: Recurrence Check (7 days after resolution)
  Trigger: 7 days after ticket resolved AND no new tickets opened
  Channel: Email (optional — may skip if CSAT was 5 stars)
  Template:
    Subject: Is everything working?

    Hi {{customer_name}},

    It's been a week since we resolved "{{ticket_subject}}". Is everything still working as expected?

    [ ] Yes, everything is great!
    [ ] I'm still having issues → [Create new ticket]

    Thanks,
    {{company}} Support Team

  Action:
    "Yes" → Log positive outcome; close follow-up sequence
    "Still having issues" → Auto-create follow-up ticket; link to original
    No response → Skip

Touchpoint 4: General Check-In (30 days after resolution)
  Trigger: 30 days after ticket resolved; customer hasn't opened new ticket
  Channel: In-app message OR email (based on preference)
  Template:
    Hi {{customer_name}},

    How are things going with {{product}}? We'd love to hear if there's anything we can help with.

    [View helpful articles] [Contact support] [Leave feedback]

    — {{company}} Team

Follow-Up Analytics

FOLLOW-UP SEQUENCE PERFORMANCE METRICS
=========================================

Period: Last 30 days

Survey Metrics:
  Tickets eligible for survey: 2,500
  Surveys sent: 2,500 (100%)
  Responses received: 625 (25% response rate — target: ≥ 20%)
  Response by rating:
    5 stars: 312 (50% of responses)
    4 stars: 188 (30%)
    3 stars: 62  (10%)
    2 stars: 31  (5%)
    1 star:  32  (5%)
  Average CSAT: 4.2/5.0 (target: ≥ 4.0)
  CSAT trend: ↑ +0.1 vs. prior month

Recurrence Metrics:
  Tickets reopened within 7 days: 75 (3% of resolved — target: < 5%)
  Recurrence check responses: 180 (29% of eligible)
  Issues still open per recurrence check: 15 (8% of responders)
  Re-resolution time: 4.5 hours average

Follow-Up Ticket Metrics:
  Negative feedback tickets created: 63 (1–3 star responses)
  Follow-up resolved: 58 (92% resolution rate)
  Follow-up resolution time: 6.2 hours average
  Follow-up CSAT (after re-resolution): 4.5/5.0

Cost Analysis:
  Recurrence reduction: 120 fewer repeat tickets/month (vs. no follow-up)
  Agent time saved: 10 agent-hours/month
  CSAT improvement value: Estimated 2% retention improvement = $[X] ARR preserved

Edge Cases

Integration Points

Disclaimer: All rights reserved by Circulos AI. These skills are specifically designed for Claude Code, Claude Cowork, Codex, and OpenClaw. When using or referencing any skill, please provide proper attribution to Circulos AI.