Escalations
This is the FIRST thing you should do when you recognize an escalation.
What is acknowledge the customer’s concern?
This status should be used by an agent working chat that needs to go to break or lunch and needs another agent to take over.
What is CHAT TEAM WOC?
This camera offers the ability for live view when listed on the Reveal app.
What is the Reveal Ultra?
A customer has reached out to you via email. The camera is not in hand, is not checking in, and the customer is frustrated saying "Its really annoying to pay for something and not work like it should" What is your response?
This customer is not escalated, they are frustrated. The camera they paid for is not working as intended and that sucks but good news its a Reveal camera and we are here and happy to help! If the camera is not in hand, educate on what could cause it, and explain why the camera is needed to fully TS. You can offer some things to check and offer a follow up time with the customer so they know we are here at their convenience.
Customer reaches out that their Reveal app is just showing a red bar at the top that they do not have a current data plan. What is the first thing we check?
What is delete and reinstall the app to ensure the latest version is on the device?
This sets the tone for the entire escalation interaction.
What is your tone and professionalism?
This is the first thing you should do if a customer reaches out about a melted or damaged battery belt.
What is request photos of damage and POP?
These cameras have the ability for live view when on the Defend app with the correct firmware.
What is the Defend Guardian and Defend 360?
A customer has reached out in chat, the first response they give is not their email, or phone number its one word. SUPERVISOR. What do you do?
Customer saying this does not mean that we need to immediately reach out to leadership to take a look. Lets find out what the issue is, how can we help. Gather the information and offer support and assistance. At the end of it if leadership is needed for approval, then reach out if needed.
A customer says their camera is “not working,” but images appear later in the day—this app setting is likely the cause.
What is send type?
This is what to do when a customer reaches out and demands an supervisor immediately.
What is acknowledge their frustration and attempt to assist before escalating?
This is what is happening on 4/20/26.
What is Welcome Calls?
This must be turned on to allow a camera to enter live view on the Defend and Reveal apps.
What is instant settings check?
A customer reached out that they recently received their order for 3 new cameras from our website. They are missing one camera from the box. What do you do?
Gather order information, and create a shipping and orders ticket.
-Apply credit to account
-Log in with the same credentials used for the app
-Select items
-Website will say paying with card but will pull from credit first if customer logged in with their app login information.
This response can escalate the situation further and should be avoided.
What is arguing with the customer?
You receive an email ticket from a customer that has an issue with a camera not powering on, they have another ticket that is currently WOC and is an SMS ticket. What do you do?
What is merge the ticket to the most recent contact point and assist the customer.
These camera models feature built in GPS
What is Reveal SK, Reveal XB, Reveal X-Pro, Reveal 3.0, Reveal 3.0 Pro, Reveal Ultra, Defend Guardian, Defend 360
A customer has 18 Spypoint cameras, 10 Browning and 3 Muddy cameras. They are reaching out interested in comparing the prices on data plans? What would you do for this customer?
Competitor trade in program information provided, and mention the Outfitter program to set customer up with possible discounts in the future.
For a customer to see available credit on their account they need to click on what in their app?
Click Account, Click Account again, then Plan scroll down to available credit.
This tone guarantees the customer will become more frustrated.
What is sounding dismissive or uninterested?
You are working in FB pages, no open tickets in your you's, no pending posts. What do you do to find more tickets?
-Review older Facebook posts for unanswered comments.
-Check SM view for FB follow up tickets
-Watch for side quests from leadership
-Review tickets to ensure proper follow up is completed, call early if you can (cant solve early)
-Reach out to leadership if you do not have anything after checking all of the above.
Camera will take and send a test photo, but no motion photos and no check in. The camera has no firmware. What model is it, and what do you need to do next?
Run diagnostic to check for TPC, then FW update is needed if camera passed.
This customer has never reached out to us before for support but they have had cameras with us on Pro Yearly since 2021. Now their Gen 1 camera has stopped working, they do not have access to a computer to complete the update needed and they are retired. How can we help?
Social Media Oprah!
A customer wants to view a video and the app will not allow them to request it, what needs to be checked?
-Is the camera set to Pic+Video
-Billing issues for Xtra or HD bucket?
-Settings check?
-Is the photo a check in photo?
-Check signal strength, may need to make a change to location or add external antennae.