Hi everyone,

I’m trying to understand the best way to manage follow-up calls after a customer places a new order in an online store.

At this stage, I’m not looking for specific CRM or AI tool recommendations. I first want to understand the process.

For those already doing this, what are the steps you currently use from the moment a new order comes in?

For example:

• How do you decide which new orders need a follow-up call?
• When is the best time to make the first call?
• How do you prioritize which customers to contact first?
• What information should the person or AI handling the call have before contacting the customer?
• What should the goal of the first follow-up call be?
• How do you record the result of the call?
• When should another follow-up be scheduled?
• At what point should you stop following up?
• Which parts of this process are best automated with AI, and which parts should still be handled by a person?
• What is considered the best workflow today for an online store?

I’d especially like to hear from people who already have a good process in place. I’m interested in understanding the steps, logic, and best practices first, before deciding which tools to use.