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. Our intelligent workflow engine ensures nothing falls through the cracks while maintaining personal touch in every customer interaction. Built-in SLA management and escalation protocols guarantee timely resolution of every issue.
"This is completely unacceptable. I got food poisoning from your restaurant..."
"I was charged twice for my order last week. Can someone help me with this?"
"The quality of my recent order was below expectations..."
John Smith
john.smith@email.com
VIP Customer • NPS: 3 (Detractor)
"This is completely unacceptable. I got food poisoning from your restaurant last night. I'm considering legal action."
"Dear Mr. Smith, I am deeply sorry to hear about your experience. This is absolutely not the standard we strive for. I would like to personally address this matter with you immediately. Please call me at..."
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. Machine learning algorithms analyze feedback content, customer history, and business context to determine urgency. Automatic case categorization by department, issue type, and resolution complexity. Suggested response templates and escalation paths based on similar resolved cases.
Cases automatically route to the right team member based on expertise, availability, and past performance. AI considers workload balance, subject matter expertise, customer relationships, and historical resolution success. Skills-based routing ensures complex issues reach specialists. Backup routing handles absences automatically. Load balancing prevents team member overload.
Communicate directly with customers through email or in-app messaging. All conversations tracked in one place. Unified inbox handles email, SMS, chat, and social media messages. Rich text formatting, file attachments, and screenshot sharing. Message templates with personalization variables. Conversation history preserves context across team members. Email signature management and branding.
Set response time goals, track performance, and get alerts before deadlines. Never miss a commitment. Customizable SLA policies by customer tier, issue type, and urgency level. Automatic escalation when deadlines approach. Performance dashboards show SLA compliance rates. Historical SLA analytics identify improvement opportunities. Customer communication includes response time commitments.
Standardize responses with templates while maintaining personal touch. Ensure consistent quality. Dynamic templates with customer data insertion. Conditional content based on issue type or customer segment. Template version control and approval workflows. Performance tracking shows which templates drive best outcomes. Multilingual template support for global teams.
Follow up automatically to ensure issues stay resolved. Track satisfaction with case handling. Automated follow-up surveys measure resolution satisfaction. Reopening detection prevents closed cases from being forgotten. Resolution time analytics identify process bottlenecks. Customer feedback on case handling quality drives team improvement. Integration with knowledge base captures solution documentation.
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
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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