What is a best practice to follow when closing a customer case?

Sending the customer a written confirmation of the case closure through email is a best practice because it provides a clear and documented summary of the resolution. This written confirmation serves multiple purposes: it reinforces to the customer that their issue has been fully addressed, offers them a reference point for any future inquiries, and ensures transparency in communication.

Additionally, a written confirmation can help prevent misunderstandings, as customers have a tangible record of the discussions and the resolution provided. It also adds a level of professionalism to the service experience, demonstrating that the company takes the time to ensure that customers are properly informed of the status of their case.

While making a phone call or an in-person meeting can enhance the customer service experience, these options may not always be practical or necessary, especially if the case has been resolved efficiently. Leaving the case open can lead to unnecessary complications if the issue has already been successfully addressed, as it may create confusion for both the customer and the support team.