Resatisfy Recover
Fix bad experiences before they become bad reviews.
The window to save a customer is measured in minutes, and it closes while they are still standing in your building. Recover finds the moment, names the problem, and puts it in front of someone who can fix it.
- Detects risk during the live visit, not only after the feedback arrives
- Cases open automatically with the issue, the severity and a recommended action
- SLA clock on every case: two hours for critical, four for high
- Outcomes recorded honestly — saved, partially saved, lost, or no response
Wait passed this location's critical line · 54m
SignalCustomer at risk
Alex Duarte
Fairfax BMW · Tire service · waiting 54 minutes
Sentiment: criticalIssue
Customer has not received an update about their vehicle. Told 30 minutes at check-in, has asked twice since.
Recommended action
Manager intervention and an immediate, specific service update.
Capabilities
What you actually get.
- Live detection
- Wait past threshold, no staff update for twenty-five minutes, or a message that reads negative — any of these raise a case while the customer is on site.
- Post-visit detection
- Any Pulse response at 2/5 or below opens a case automatically, carrying the verbatim, the topics and the complaint category.
- Recommended action
- Not 'follow up'. A specific action matched to the complaint: re-inspection for a quality issue, an invoice walk-through for a pricing dispute, a manager call for a wait.
- Assignment and SLA
- Assign an owner, track first response and time to resolve, and see overdue cases before they age out.
- Contact from inside the case
- Message the customer over SMS without leaving the case. The exchange is logged as customer contact, not an internal note.
- Multi-channel alerting
- In-app notifications for every manager in scope, plus Slack and Microsoft Teams for critical cases.
How it works
End to end, in order.
4 stages · one record per visit
- 01
Detect
Sentiment, wait thresholds and staff silence are evaluated on every queue poll and on every customer message.
- 02
Open
A case is created with the context, a severity, an SLA and a recommended action. Duplicate cases for the same visit are suppressed.
- 03
Act
The manager is alerted in-app and on Slack or Teams. They acknowledge, contact the customer and record what they did.
- 04
Close
The outcome is recorded and fed back into the recovery rate on every dashboard — including the ones you did not save.
A manager sees it while the customer is still there.
The at-risk banner sits at the top of the live queue, not in a weekly email. One tap sends a status update, one tap escalates, and the case carries the whole story.
Every wait is inside Fairfax BMW's thresholds
Target 20 min · warning 25 min · critical 45 min, set on this location.
Alex Duarte has been waiting 12 minutes with no status update
Sentiment is critical. Manager intervention and an immediate service update recommended.
| Customer | Service | Wait | Staff | Status |
|---|---|---|---|---|
| John Reyes | Express oil change | 8m | Derek Hollis | Waiting |
| Sarah Whitfield | Walk-in service | 27m | — | Waiting |
| Alex Duarte | Tire service | 12m | — | Waiting |
| Maria Delgado | Service appointment | 38m | Chris Boone | Called |
| Ingrid Lindqvist | Service appointment | 24m | Monica Reyes | In service |
Alex Duarte · wait against thresholds
12m
Questions
The things buyers actually ask.
- Does it create noise?
- Thresholds are per location and every automation has a cooldown, so the same visit cannot raise a case twice. A quiet week produces a quiet inbox.
- Who gets alerted?
- Every member with an owner, executive or location manager role whose location scope includes that site. Location-scoped managers never see other sites' cases.
- Can we close a case as lost?
- Yes, and you should. Recovery rate is only useful if it counts the failures — the outcome field has explicit options for lost and no response.
- Does the customer know a case exists?
- No. Cases are internal. The customer sees a manager reaching out, which is the point.