Crisis and Recall Communication

When it comes to brand management, expect the unexpected. While unfortunate and hopefully avoided, unforeseen events like product recalls can surface at any time, setting in motion public-relations backlash, an outcry from media outlets or a flurry of questions from your customer base.

In the heat of the moment, managing your brand’s reputation requires complete focus so you can properly weather any storms and retain your customers’ loyalty. Furthermore, crisis response can take many twists and turns in a convoluted landscape, from online to offline.

At Alta Resources, we’re here for you, through the good times and when you wish for brighter days. In fact, we designed a solution to complement your overall crisis-communications plan, easing your stress, worry and resource constraints.

An Unexpected Crisis, Never an Unplanned Response

While overcoming a crisis is a big hill to climb, Alta Resources has extensive expertise to get you over the hump. We have managed the reputations of brands worldwide, including successfully spearheading product-recall communications for a leading CPG company. Our customer-care solution is flexible to suit the magnitude of your crisis — small and large scale — and your corresponding response needs.

• Inbound customer care: A team of quality-trained and Six Sigma-oriented service reps are dedicated to your brand management alone, expertly equipped to handle the influx of your customer contacts via telephone hotlines, email and more. We apply our communication best practices, such as proactive listening, customer engagement and quick response times to turn could-be discontent into brand loyalty.
• Recovery support: We do more than slap a bandage on your brand’s hurt reputation; we make sure it’s in full-fledged recovery mode. Leverage our after-contact fulfillment — all on the same system — so that affected customers who call or write in are issued product rebates, refunds or other emergency-based literature. Or our centrally located fulfillment center can accept and process the returns of the faulty merchandise subject to recall.
• Online brand management: Alta Resources’ online platform can have a secure landing page up and running in no time; direct customers there for digital communications and to submit requests for refunds or rebates. We also assist various clients, including a major entertainment brand, with ongoing brand monitoring across social media.
• Back-office support: Form processing, image scanning and financial services are readily available to help your brand through any unexpected event.
• Scalability: Emergency situations happen without warning. Get the reassurance you need from a team that can represent your brand with authority as well as ramp up and down with little turnaround. We take care of the hiring, training, technology and infrastructure demands — all in little time — so you can focus on the seriousness of the situation at stake. And with our offshore facility, we can scale to your around-the-clock and bilingual-communication needs.
• Alignment: We’re always synchronized with your overall crisis-communications strategy. We keep in ever-constant contact with you to understand what is happening behind your brand’s doors, from public relations to outbound emergency relief. In fact, we can seamlessly integrate with your systems for customer care, fulfillment and more, creating a consistent brand experience and better response.