The Client & Their Challenge

Our client isn’t just another brand on a store shelf — it’s a household name woven into daily life. Parents use it to disinfect toys, families trust it to keep kitchens safe, and caregivers rely on it to protect vulnerable loved ones.

That trust, built over generations, comes with enormous responsibility. When a consumer calls with a concern — maybe a child’s skin reacted, or a spill left someone worried about fumes — it’s not simply “customer service.” It’s fear, stress, and urgent safety questions.

At scale, this created a serious challenge for our client:

  • How to respond quickly and compassionately when health or safety concerns were raised.
  • How to capture subtle patterns hidden in everyday feedback that could signal an emerging product risk.
  • How to preserve trust when even a handful of unresolved complaints could ripple into wider consumer doubt.

For our client, every unanswered question wasn’t just a missed service interaction — it was a threat to the bond families place in their brand. And once shaken, that kind of trust is difficult to rebuild.

Our Approach: Merging Empathy, Expertise & Process

To protect the trust our client had earned in households for generations, Harte Hanks designed a support model that treated every contact as more than a transaction — it was a moment to reassure a family that their safety mattered.

  • Rigorous Hiring With Heart: We selected agents not just for communication skills, but for their ability to show empathy during stressful situations — ensuring consumers heard calm, caring voices when they needed it most.
  • Training With Stakes in Mind: Agents learned to recognize potential adverse events and gather detailed information — product codes, purchase details, exact circumstances — because behind every data point was a real person who deserved accuracy and clarity.
  • Clear Safety Pathways: Documented escalation protocols ensured that if a serious issue emerged, it didn’t get lost in process. Agents were empowered to immediately transfer urgent cases to medical consultants, giving consumers confidence that action was swift.
  • Relentless Oversight: 100% of consumer interactions were quality reviewed, with bi-weekly check-ins between Harte Hanks and our client to spot patterns early — protecting both households and brand reputation before small issues could become crises.

This wasn’t just a call center solution. It was a safety net for families and a shield for the brand’s promise of trust.

The Results: Rebuilding Safety, One Response at a Time

The impact of this safety-first approach wasn’t just numbers on a scorecard — it was peace of mind for millions of households:

  • Zero agent attrition for three years meant worried consumers always reached a steady, experienced voice — someone they could trust to listen and act when health or safety was at stake.
  • Consistently high quality scores weren’t just a metric; they reflected conversations where anxious parents, caregivers, or everyday consumers felt reassured and supported.
  • Early detection of product issues allowed our client to respond before small concerns grew into bigger risks — protecting families and preventing brand-damaging crises.

For consumers, this meant that when a product didn’t meet expectations — or raised safety concerns — they weren’t left with silence or a shrug. They had a partner who cared enough to listen, record, and resolve. For our client, it meant safeguarding the trust that makes their products a fixture in homes nationwide.

The Harte Hanks Difference

For our client, every bottle carries more than cleaning power — it carries the trust of families who use it to keep their homes safe. That trust is precious. One mishandled complaint or missed signal could mean not just a lost customer, but a shaken bond built over generations.

Because in the end, this wasn’t only about resolving calls or reviewing data. It was about safeguarding moments in kitchens, bathrooms, and laundry rooms across the country — where clean isn’t just a standard, it’s peace of mind.

 

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