Client operations · Live demo
Escalation triage for account managers
Takes calls and emails from unhappy clients, checks the engagement record, sets the urgency and gets the right partner and account manager on it with a summary.
Talk to Ivy at Pellbridge Consulting
Pellbridge Consulting is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
Want one like this for your business? Book a call with Sam
The problem
When a client is unhappy, the message often lands with whoever picks up the phone. Account managers hear about it late and without the facts, and a fixable problem turns into a damaged relationship.
How it works
- Listens to the client and acknowledges the problem without arguing
- Checks the engagement record for deadlines, status and recent contact
- Sets the urgency level from the firm's escalation rules
- Alerts the engagement partner and account manager with a short summary of the call
- Tells the client who will call and by when, and what to do if they haven't heard
- Never offers credits, refunds or new dates itself
What it connects to
- CallerThis is Cheryl Ng from Oakharbour Electronics. Our draft supply chain report was due Monday, it's Wednesday, and nobody has told me anything. My board meets next Thursday.
- AgentI'm sorry Cheryl, you should have heard from us before now. I can see the draft is late because the team is still checking the factory cost data. With your board meeting at risk, I'm treating this as urgent.
- CallerI need to know it'll be ready for the board.
- AgentI can't set a date myself, but I've sent Priscilla Cheung, your engagement partner, and Joyce Lam, your account manager, a summary of this call. Priscilla will call you within two hours with a firm plan.
- CallerFine. Two hours.
- AgentUnderstood. If you haven't heard from her by then, call this line again and I'll put you straight through to Adrian Leung, our managing partner.
Illustrative conversation. Names, numbers and details are made up.
Related examples
More like this one.
Service request intake for business clients
Takes service requests from retainer clients by chat, email or phone, checks them against the service catalogue and the days left, and logs them for the account manager.
Discovery call booker
Turns website, phone and email enquiries from corporate buyers into booked discovery calls with the right partner, with the context written up before the call.
Timesheet and expenses chaser
Reminds consultants about missing timesheets and expense receipts, answers their questions from the records, and tells finance who is holding up billing.
Want this agent in your business?
Book thirty minutes with Sam. We will map this example onto your own calls, inbox and systems and tell you what it would take.
Book a discovery call →