What is the process of tracking incidents to keep customers informed called?

The process of tracking incidents to keep customers informed is best described as taking ownership. This approach involves not just acknowledging a customer’s issue but actively managing and overseeing the resolution process. By taking ownership, support personnel ensure that customers are kept informed about the status of their incidents and that there is accountability throughout the resolution process. This active engagement fosters trust and customer satisfaction, as customers feel valued and are reassured that their concerns are being addressed.

Incident logging refers to the formal recording of reported issues, but it does not necessarily imply that updates and communication with customers are being actively managed. Service monitoring focuses more on observing service functionality and performance rather than directly involving customers in incident updates. Customer engagement, while related to communicating with customers, encompasses broader interactions and does not specifically relate to the process of tracking and keeping customers informed about incidents.