CSA SOP: Handling Customer Voicemails (iiCME & AltusCampus)

CSA SOP: Handling Customer Voicemails (iiCME & AltusCampus)

Purpose: Ensure all customer voicemails are reviewed, logged, resolved, and tracked via HubSpot support tickets.

? Step-by-Step Instructions

• Log into your Dialpad account.
• Review voicemails under both:
  • iiCME
  • AltusCampus
• Listen to each voicemail completely and take notes.

• Capture the following details from each voicemail:
  • Phone number
  • Customer name (if provided)
  • Nature of the issue/request
• Search HubSpot for the caller:
  • Use phone number and/or name
  • If no match is found, note the caller as “Unrecognized” in your ticket

• Visit: https://app.hubspot.com/contacts/4409652/objects/0-5/views/all/list
• Click “Create Ticket”.
• Include:
  • Title: Short summary (e.g., “Voicemail – Login Help”)
  • Description: Summary of the voicemail, date/time, and any details
  • Contact & Company: Associate if known

• Take appropriate action to handle the issue.
• If more information is needed, return the client’s call or send a follow-up email.

• Send an email to the client:
  • Acknowledge their voicemail
  • Confirm resolution or outline next steps
  • Be courteous and thank them for reaching out

• In HubSpot, change the ticket status to “Closed”.
• Add a final note with what was done and any communication sent to the client.

✅ You’re Done!

Reminder: Voicemails should be reviewed and resolved daily. Quick follow-up builds trust and reduces escalations.