From person to person
- A person who has had an incident with a product, service or experience and requests assistance or files a complaint.
- Clear out doubts regarding the causes of the incident
- Provide information on what actions will be or have been carried out.
- Boost the sense of security and recognition of the person communicating an incident.
Follow these four steps
and you can do it too!
Click play and discover the content of each of the sections that we recommend you to include in your MoonBack.
Lucía, I'm Daniel from MoonBack and we won't stop until we solve your issue
Lucía, thanks to you, we have greatly improved our product
Always the same as the one your recipient used to communicate the incident.
There is no more "anti wow" moment than asking a person to forward your issue through another channel. If he talks to you via Twitter, reply via Twitter. And no, it doesn't have to be by DM if he hasn’t done it before.
The sooner the better
Split the handling of the incident into several communications if you need to. But remember the golden rule: the sooner the better.
Everything under control
Push notifications, e-mail and activity log
Forget about reloading or actively tracking. You will be instantly notified whenever your recipient interacts with your MoonBack.ADVISE
And if there's no access...
Re-launch your MoonBack through a different channel. If you use email it is possible that it may have gone unnoticed.