As you may know, last month we have introduced the Red Button Initiative in all our CME countries. We would like to provide you with some guidance regarding the use of this functionality.
What is the Red Button?
The Red Button is – literally – a red button. You can recognize the icon in the signature of all of our Customer experience Agents.
What is the purpose of the Red Button?
The Red Button is a tool that has been implemented to make escalations easier for our customers. It was created to make sure that if a customer feels that its request is not being handled properly, or they are not getting the feedback they were expecting, the Team Manager of the Agent who’s handling the request is informed and can intervene right away.
How should it be used?
Clicking on the Red Button, you’ll be redirected to a Form where you will have to submit your email address (so we can contact you) and the type of issue you’re experiencing. Once you click “submit”, the Team Manager of the Customer experience Agent who’s handling your case will receive your message, and will help out the Agent to solve your issue more quickly and smoothly.
Is there anything you should not do when using the Red Button?
The Red Button is a tool to be used only for escalation purposes when the issue has not been solved yet, not for general feedback.
In other words: the Red Button helps getting the issue solved, it is not a tool to be used to share your feedback on a case that has already been closed.
If you want to thank your Agent for their assistance, or express a general comment regarding how your case was handled once it has been closed, you can still use the CSATS you are sent when the case is closed.
If you have any questions regarding this initiative, please contact your Customer experience Agent of reference.
Thank you for your understanding and cooperation. We look forward to continuing working with you in the future.
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