Assign a Case to a Customer Advocate - Previous Case Closed

Topics:

• How to assign a case to a Customer Advocate
• Customer needs assistance with product after a case was closed for another product
• Customer calling back, same issue and closed case
• Customer calling back, different product issue and closed case
• Verbiage suggestions for interaction referral to Customer Advocate
• What is the time frame for a Customer Advocate to call a customer back regarding a new case?

Answer:

Closed Advocate Cases

If an Advocate case is closed and the customer contacts us for assistance or requests the original advocate, follow the guidelines below.

Same Unit, Same Issue

• Within 30 days of closure
• The closing advocate handles the case.

More than 30 days after closure

• Any advocate may assist unless the customer contacted the original advocate directly by phone or email.
• Create a new Case.
• Escalate to the Advocate Team.
• Reassure the customer that Sub-Zero Group will work toward a satisfactory resolution.
• The Customer Advocate Group will assign the case.

For Customer Advocates

• If a customer contacts you directly to reopen a case, create a new case and email it to [email protected] with your name in the subject line.

Different Unit, New Issue

• An advocate may not be required.
  • Troubleshoot the issue.
  • Reassure the customer that you can assist them or connect them with the appropriate resource.
  • Escalate to Product Support or a Customer Advocate when needed.
• If a customer contacts their original Customer Advocate directly:
  • Respond within 1 business day by phone or email.
  • Create a case.
  • Route the case to the appropriate Customer Service or Product Support queue as needed.
  • If Advocate involvement is required due to multiple issues with multiple products, create the case and send it to [email protected] with your name in the subject line.

Case Closed Due to No Contact

• Any advocate may handle the case.

Open Advocate Case with an Additional Appliance Issue

If a customer with an open Advocate case contacts us regarding a second appliance, the advocate assigned to the original case will manage the additional issue.

Required Actions

• Create a new case for the second appliance.
• Escalate the new case to [email protected].
• Include the name of the advocate assigned to the original open case at the end of the email subject line.
• Notify the assigned advocate of the new case by emailing them from the case timeline.

Customer Provides Additional Information

• Document the information in the Active Advocate Case Timeline.
• Email the updated case to the assigned Case Manager using +Email from the Case Timeline.