Introduction<\/span><\/h1>\n[\/mk_fancy_title][vc_column_text]COMPANY A is a manufacturer of multiple brands of hair care products, focusing on shampoos, conditioners, relaxers and maintenance products geared toward women of all ages and economic levels. As its name suggests, the company sells its products to a global marketplace.<\/span><\/p>\n

The company has a total office staff of 80 people and runs very lean in operations. Staff members have assigned roles that take up the majority of their time. With the makeup of the company as it was, it was difficult for COMPANY A\u2019s leadership team to dedicate one person to handling all consumer calls. The volume was too much for one person to handle, so it was more efficient for the company to outsource its customer service.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][mk_padding_divider size=”120″][\/vc_column][\/vc_row][mk_page_section bg_image=”https:\/\/cosmeticanswers.net\/wp-content\/uploads\/2017\/04\/banner.png” bg_repeat=”no-repeat” bg_stretch=”true” enable_3d=”true” min_height=”600″ js_vertical_centered=”true” padding_top=”0″ padding_bottom=”0″ sidebar=”sidebar-1″][vc_column el_class=”what-we-believe”][mk_fancy_title tag_name=”h3″ color=”#ffffff” size=”54″ force_font_size=”true” size_phone=”40″ font_weight=”300″ txt_transform=”uppercase” margin_bottom=”10″ font_family=”none” align=”center”]\n

The Challenge<\/span><\/h1>\n[\/mk_fancy_title][vc_column_text]Before working with Cosmetic Answers, COMPANY A\u2019s consumer complaint and customer service process was not very organized. The company wasn\u2019t documenting its customer interactions, meaning they were not able to aggregate data that could help them improve products and services. <\/span><\/p>\n

Many of COMPANY A\u2019s employees lacked a customer service background, meaning consumers were getting inconsistent service when they called to make a complaint or to request a refund for one of COMPANY A\u2019s products. <\/span><\/p>\n

Further, COMPANY A didn\u2019t have a dedicated employee able to handle consumer product complaint investigations, or to assist insurance carriers when it was necessary to defend a product claim.<\/span><\/p>\n

It was clear that COMPANY A needed help, They were referred to Tabitha Odell, president of Cosmetic Answers, through a mutual business associate. <\/span>[\/vc_column_text][\/vc_column][\/mk_page_section][vc_row][vc_column][mk_padding_divider size=”120″][\/vc_column][\/vc_row][vc_row][vc_column][mk_fancy_title tag_name=”h3″ color=”#ffffff” size=”54″ force_font_size=”true” size_phone=”40″ font_weight=”300″ txt_transform=”uppercase” margin_bottom=”10″ font_family=”none” align=”center”]\n

How We Helped <\/span><\/h1>\n[\/mk_fancy_title][\/vc_column][\/vc_row][vc_row][vc_column width=”2\/3″][vc_column_text]Cosmetic Answers\u2019 first steps when working with COMPANY A were to meet with the team and to get a very clear understanding of COMPANY A\u2019s products, its consumers, and the nature of the calls that came in regarding COMPANY A products. From there, we met with COMPANY A\u2019s insurance broker to develop a consumer product complaint operating procedure that worked for all parties involved. <\/span><\/p>\n

Cosmetic Answers then created a system for tracking COMPANY A\u2019s consumer interactions, including the creation of a digital file system to store all the data gathered. <\/span><\/p>\n

Based on that data, we were able to aggregate statistical data related to consumer interactions. That compilation of data resulted in big changes for COMPANY A. <\/span>[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_single_image image=”574″ img_size=”medium” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column][mk_padding_divider size=”120″][\/vc_column][\/vc_row][mk_page_section bg_color=”#f6f6f6″ blend_mode=”screen” bg_repeat=”no-repeat” bg_stretch=”true” enable_3d=”true” min_height=”600″ js_vertical_centered=”true” padding_top=”120″ padding_bottom=”120″ sidebar=”sidebar-1″][vc_column el_class=”what-we-believe”][mk_fancy_title tag_name=”h3″ color=”#ffffff” size=”54″ force_font_size=”true” size_phone=”40″ font_weight=”300″ txt_transform=”uppercase” margin_bottom=”10″ font_family=”none” align=”center”]\n

The Results <\/span><\/h1>\n[\/mk_fancy_title][vc_column_text]Because COMPANY A was now able to aggregate and analyze its data regarding consumer interactions, they were now better able to anticipate claims and to make changes that reduced the number of complaints that turned into product liability claims. <\/span><\/p>\n

“Cosmetic Answers has a kept meticulous records related to our consumers and all of the complaints she handles are managed to the satisfaction of the insurance carrier,” said Charlene Dance of COMPANY A. “She manages our cost and risk expertly and efficiently.”<\/span><\/p>\n

To further cut down on the number of complaints that escalate into product liability claims, Cosmetic Answers has also taken data from past complaints and formulated labeling suggestions. <\/span><\/p>\n

The final cost saving result: COMPANY A is now getting a discount on their insurance premium because of the efforts toward reducing product liability claims. <\/span><\/p>\n

The final cost saving result: COMPANY A is now getting a discount on their insurance premium because of the efforts toward reducing product liability claims. <\/span><\/p>\n

Cosmetic Answers is always open to our request(s) and accommodates them without issue. Cosmetic Answers has become an integral part of our team,\u201d says Dance. <\/span><\/p>\n

For information about how Cosmetic Answers can help your hair care or cosmetics company save money and improve customer service, contact us<\/a> today.<\/span><\/strong><\/p>\n[\/vc_column_text][\/vc_column][\/mk_page_section]