Intelligent case management that saves relationships and builds loyalty
Customer Echo's smart case management automatically identifies critical feedback and converts it to actionable cases. With two-way messaging, email integration, and AI-powered routing, you'll resolve issues faster and turn critics into advocates.
Stop losing customers to unresolved issues
AI routing and automated workflows get issues to the right person instantly
Message customers directly from the platform, no email client needed
Automatic escalation and SLA tracking ensure every issue gets resolved
Quick, personal responses to issues create lifetime customers
Everything you need to deliver exceptional issue resolution
AI identifies urgent feedback and automatically creates cases with priority scoring and suggested actions.
Cases automatically route to the right team member based on expertise, availability, and past performance.
Communicate directly with customers through email or in-app messaging. All conversations tracked in one place.
Set response time goals, track performance, and get alerts before deadlines. Never miss a commitment.
Standardize responses with templates while maintaining personal touch. Ensure consistent quality.
Follow up automatically to ensure issues stay resolved. Track satisfaction with case handling.
Real examples of smart case management in action
Diner reports cold food through QR feedback, manager contacts within 5 minutes to apologize and offer resolution
80% of negative experiences converted to positive reviews
Shipping complaint triggers automatic case, CS team resolves with tracking update and discount code
45% reduction in public complaints, higher repeat purchase rate
Guest reports room issue, front desk notified instantly, maintenance dispatched before complaint escalates
90% of issues resolved before checkout, better reviews
Patient feedback about wait time creates case for clinic manager, process improvements implemented
30% reduction in wait time complaints over 3 months
Feature frustration feedback routes to product team, personal response leads to retention save
65% reduction in churn from product issues
In-store service complaint triggers regional manager alert, staff coaching prevents repeat issues
25-point NPS improvement in 6 months
Enhance, don't replace, your current tools
Sync with Zendesk, Freshdesk, or Intercom for unified support
Full email integration with Gmail, Outlook, and custom domains
Get case alerts in Slack or Teams, collaborate on resolutions
Join 500+ businesses transforming feedback into growth with Customer Echo
Transform every customer interaction into actionable insights. Instant feedback collection, AI-powered analysis, and automated workflows—all in one platform.
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