Case Management

Dealing with consumer cases is crucial not only in support matters, but also in customer service, and legal. Assigning inquiries, complaints, or issues as cases make these matters easier to manage. Our case management team involves trained US and Canadian individuals with expertise in specific products or services to handle issues effectively.

Consumer Support - Tier 1

All cases will begin after a phone call, email, web chat, or social post has been submitted. Any interaction from the consumer will automatically create a case and reference number. There will always be a representative to take that first consumer response, and will most likely resolve the issue during that first interaction.

Case Review - Tier 2

In the event that any case cannot be resolved during the first interaction, the case automatically escalates to tier-2 status pending a response to the consumer. This is where account managers are notified and begin reviewing the details of a case. At this level, the most common scenario is that the representative required higher authority that was not available during the first interaction.

Case Escalation - Tier 3

We are now at the level where our account managers must refer a case to our client's quality assurance or safety departments, while still communicating with the reporting consumer. Although we are still managing the case, the situation is delicate enough to where it is best practice to involve client QA.

Case Follow Up

Continuing communication with the consumer allows us to establish and monitor feedback. Building customer loyalty towards your products and brands is our goal during this phase.

This is just some of the most common types of calls our representatives receive and are very experienced with handling. The quality assurance of your product or brand is very important to us, and we feel this is what makes us a cut above the rest.

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We're here to provide exceptional assistance with all your consumer or product brand support needs. Whether you have questions, need guidance, or require troubleshooting help, we are dedicated to offering comprehensive solutions tailored to your specific requirements. Remember, it's never too early or too late to start - take the first step today!