Maintaining trust during an
international recall

In early 2024, Babboe, part of Accell Group, faced an acute crisis. Following safety and quality issues with its frames, the brand had to halt sales and launch a large-scale international recall. This immediately resulted in a surge of questions from concerned parents, legal claims, logistical challenges across the supply chain and significant reputational risk.

Accell Group needed a flexible and reliable partner that could establish a large-scale, multilingual customer care operation within days. The operation not only needed to handle extremely high volumes across email, telephone and social media, but also manage complex, legally sensitive cases accurately.

RIFF stepped in as the digital intervention team and rapidly established a robust crisis infrastructure:

• Multilingual Customer Care Hub: Rapidly recruiting and training a dedicated, multilingual team to support affected customers across Europe in their own language via telephone, email and social media.

• Back-office & Legal Support: Alongside first-line customer enquiries, RIFF immediately set up back-office processes to support complex recall registrations and facilitate the handling of legal cases.

• Empathetic Crisis Communication: Agents received intensive training in empathy and escalation management. In an emotionally charged situation that disrupted the daily mobility of families, RIFF brought calm and structure to every interaction.

Thanks to RIFF's rapid and professional intervention, Accell Group was able to effectively manage the operational pressure of the Babboe recall. Customers had immediate access to support, which was crucial in maintaining the remaining brand trust and preventing further reputational damage.

RIFF's flexible scalability enabled peaks of tens of thousands of customer interactions to be handled seamlessly and converted into structured cases. RIFF therefore provided not only the frontline for consumers, but also the operational engine supporting the legal and logistical processes behind the scenes.