For food, drink and consumer goods brands
Every time someone reaches for it, they’re trusting you.
That trust is won by what’s inside, and kept by everything around it.
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What we do
Part of it is answering people. The rest is recording what they report, updating the shops that stock you and staying on top of the comments under your posts. All of it deserves the same care that went into the product.
Which parts we take on is up to you
It could be your careline, by phone, email and web form. It could be your social messages and comments, the complaints recorded so each can be traced, the vouchers and replacements sent out, or the trade’s questions about deliveries and accounts.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
Most of the people who write to a brand never bought anything from it. Where they got it changes what they ask.
Bought in a shop
With the pack in their hand, and your number on the back
- “They’d gone soft when I opened them”
- “Can I get it in a bigger size?”
- “It doesn’t taste the same. Have you changed it?”
- “I can’t find it anywhere. Have you stopped making it?”
- “Which shops near me sell it?”
- “The code inside the pack says it’s been used”
Bought from your own site
Where you sell direct
- Where is my order?
- It arrived broken, or leaking
- Changing or stopping a repeat order
- A discount code that won’t apply
- A gift, sent to someone else
Buying to sell on
Shops, cafés and distributors, in working hours
- Where a delivery has got to
- How to open an account
- Display material, or samples
- Who to speak to about stocking it
What we’d take on
The work around what you make.
Each is its own piece of work, done in your brand’s name and in the systems you already use. Start with one, or hand over several.
Answered as your brand.
The phone number, the email address and the form on your website, answered from the information you’ve approved about each product.
- Where to buy it, and whether it’s still made
- How to use it
- Codes and promotions that won’t work
- Complaints, taken down in full
Careline · By phone
“The code under the lid says it’s already been used.”
- Checked against the promotion’s terms
- A new code sent, the way you’ve agreed with whoever runs it
Settled on the call
Logged so each one can be traced.
Every complaint recorded with the details your quality team needs, whichever way it came in. Where a message arrives without them, the team goes back and asks.
- The product, the code and date on the pack, where it was bought, a photo
- Asked for again before the pack is thrown away
- Reports with the same code brought together for you
Complaint · A snack brand
“Opened the bag, and they’d gone soft”
- Came in
- By message, with no details of the pack
- Asked for the code and the date on the bag, and a photo
- Logged against the product, the code and the shop
To you
The same code is on other complaints this week. They are listed for you, with where each was bought.
On the complaint record, with the code and the photo
Answered where they were left.
Questions and complaints left under a post or sent as a message, answered in your name, and moved somewhere private when the details on the pack are needed.
- Comments and direct messages
- Moved to a private message before any details
- Anything for your marketing or press people, passed to them
Social · A comment under a post
“Is the summer one coming back this year?”
- Replied to under the post, in your name
- Told it’s back in June, as you’ve announced
Answered in public, for anyone else wondering
Stockists kept informed.
Shops, cafés and distributors asking to stock you, or about a delivery or an account, answered from your order and delivery records. Anything commercial goes to your own people.
- Where a delivery has got to
- Opening an account
- Samples and display material
- Prices, listings and terms, passed to your sales team
The trade · A café, by email
“We’d like to stock you. How do we open an account?”
- Sent how to open an account, from your process
- Asked what they sell and where they are
With your sales team, ready to follow up
Sent out to your rules.
Vouchers, refunds and replacement products sent to the people your rules say should have them, each one recorded against the complaint it came from.
- Vouchers and coupons, posted or emailed
- Replacement products ordered
- Packs asked back, where you want to see them
- Everything sent, kept in one place for you
Goodwill · After a complaint
A replacement, and a voucher for the trouble
- Checked against your goodwill rules
- Replacement ordered for them
- Voucher emailed, in your name
Recorded against the complaint
More than a number on the pack
And the things you hadn’t thought to ask for.
You may have come about the careline. This is what else we could run, set up or plan with you.
- We run it
A recall line, ready before it’s needed
A standby line set up and tested with you in advance, so it is ready if you ever need it.
Cover when you need it - We run it
Your own online shop
Orders, deliveries and repeat orders from your own site, where you sell direct.
Back office and admin - We run it
The weeks of a launch or a promotion
Extra cover for a campaign you can see coming, planned with you ahead of the date.
Cover when you need it - We set it up
Complaints by product, code and shop
One view of what is being reported and about which products, so a pattern shows while it’s still small.
Reporting - We set it up
Approved answers for every product
What may be said about each product, written down once and kept current as the range changes.
Processes and knowledge base - We plan it with you
How your consumer care should run
Who answers what, how complaints reach your quality team, and which parts are worth handing over, worked out with you.
Consultancy
The team behind it.
Whoever answers gives your brand’s name, and works from the answers you’ve approved.
Our people, coached by our team leads
Trained on your range and your approved answers before they speak to anyone.
How we workOne of three places
The Philippines, Portugal or Ireland, chosen with you by the hours, the languages and the work.
Where we workWhat people tell you
Names, addresses and what was said, seen only by the people doing the work. One client’s information is never visible to another client’s team.
Security and data protection
Questions, answered.
The things food, drink and consumer goods brands are likely to ask first.
What kind of work can you help us with?
It could be your careline, complaints recorded so they can be traced, the comments under your posts, questions from the trade, or vouchers and replacements sent out. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the weeks of a promotion?
Yes. It could be the hours your own people are offline, or a launch or a promotion you can see coming, planned with you ahead of the date.
Does the team send goodwill and replacements, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can send a voucher or a replacement to your rules. Or you can approve each one yourselves.
Will the team work in our own systems?
Yes. That might be a consumer care system, a helpdesk or a shared mailbox. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How will the team know what it can say about each product?
From the information you’ve approved, written down for each product and kept up to date as anything changes. The team learns it in training, before doing any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can you run a recall line?
Yes, as a standby line. It is set up and tested with you in advance, with your wording and your process, so it is ready if you ever need it.Cover when you need it
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work food, drink and consumer goods brands are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox, on your social channels or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for retailers and online brands.
- Retail and ecommerceThe whole group, from online shops to furniture and electronics brands.
- Customer servicePhone, email, forms and messages, answered in your name.
- Social media inboxesComments and messages on your social channels, answered as your brand.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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