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Relavique

Specialist & second-line support

Specialist teams for the cases that need more than a scripted answer

A small, dedicated team that takes ownership of cases escalated beyond first contact — investigating, coordinating with your experts and following through to resolution or an agreed handover.

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Two colleagues with laptops in conversation at a wooden table

The challenge

When complex cases bounce between first-line agents and busy internal experts, customers wait and nobody clearly owns the outcome. A dedicated specialist layer gives those cases a home.

Typical scope

  • Cases escalated beyond first contact
  • Product and process enquiries requiring investigation
  • Complex complaint follow-up
  • Coordination with your experts and internal departments
  • Case documentation and progress updates
  • Ownership through resolution or an agreed handover

Responsibilities and boundaries

Our team handles

  • Investigating cases within the agreed scope
  • Gathering complete information before involving your experts
  • Keeping customers and colleagues updated on progress
  • Documenting cases and keeping knowledge articles current

You retain

  • Decisions outside the agreed scope
  • Technical expertise beyond the agreed depth
  • Commercial terms, credits and exceptions
  • Final outcomes on complaints and disputes

How onboarding works

We map the case types, knowledge and decisions involved, then build training from your documentation, example cases and sessions with your experts. The team starts with clearly defined case types before taking on more.

Our approach draws on practical Customer Experience consulting and operations experience: clear ownership, documented processes and effective escalation.

Read the full process

Quality and reporting

Specialist work needs specific measures. We agree them with you and review them together.

  • Accuracy and completeness of case investigation
  • Correct use of escalation and handover routes
  • Agreed response and follow-up times
  • Regular calibration sessions with your experts

Related services

Let’s design the right specialist team for your business.

Tell us about your cases, customers, partners and languages. We will come back to you to discuss what a dedicated team could look like.

Discuss your team