What the panel does
The Consumer Support Panel is the front door for your support team into the Hive IP validation system. The aim is simple: every consumer query that involves a code — my code didn’t work, my pack was damaged, I think someone else used my code, I lost my entry, can I have a new code — should be resolvable from one screen, in under a minute, with the right answer and a clean audit trail.
Core capabilities
- Check any code for validity. Enter a code; see whether it’s real, whether it’s been used, when it was used, by whom (where the consumer is identifiable), and any flags or audit notes attached to it.
- View consumer history. Look up a consumer by ID or contact details and see every code they’ve ever entered — valid, invalid, replacement, fraudulent — with timestamps and outcomes.
- Issue replacement codes. Generate a new valid code for a consumer in a few clicks. Replacement codes are tagged so they’re distinguishable from primary codes in reporting.
- See risk indicators. Each consumer record carries a risk score that updates with their activity. Support staff can see at a glance whether a consumer’s account is in good standing or under review.
- All actions audited. Every code generated by a support staff member is logged against that staff member’s account, with a timestamp and the consumer it was issued to. There is a complete audit trail of any code that was ever created outside the normal generation flow.
Access management
Each market or campaign has a designated team leader. We set up the leader’s account, give them admin permissions, and let them invite their own team members. The leader can revoke access, reset passwords and review audit logs. Hive IP supports the team leader through onboarding and is on hand for any escalations.
Training, included
A one-hour training session is included with every Hive IP engagement, per market. The session covers the panel walkthrough, common consumer-query scenarios, escalation paths and best-practice tips. We record the session so new joiners can be onboarded later without scheduling another. We also provide a short PDF reference guide that consumer-support agents can keep open alongside the panel.
Multi-market deployments
For brands running unique-coding programmes across multiple markets, each market typically gets its own panel scope — consumer support in France sees the codes and consumers for the French campaign; Spain sees Spain. Where a brand wants centralised oversight (for example, a regional operations team), we configure that as well.