Capturing enquiries · ASRR Tech
What belongs in an enquiry acknowledgement?
Confirm what was received and what happens next. Promise a response time only when the team can support it.
A practical example
A brochure acknowledgement explains whether personal follow-up will also happen.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Identify the enquiry type.
- Explain the next step.
- Check the promise.
What does success look like?
The acknowledgement matches actual team follow-up.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Capturing enquiries: the wider process
The entry channel determines what information an enquiry contains. A brochure form provides different context from a phone call or an Instagram message. Capture what you need to choose the next step. Keep the original request alongside structured fields so a colleague can understand its meaning. Agree who reviews new enquiries and how exceptions are recognised. Test the route with a normal enquiry, missing information and a returning customer. Then inspect the record the responsible employee actually sees.