Complaints Management

Sadly only about 10% of customers that have a poor experience complain. This application enables you to help address this gap by allowing you to invite customers to submit complaints via web pages, email or by phone. You get to choose the type and format of the information you want to capture, and if you wish, intelligently route the customer through only the questions relevant to their complaint. Once submitted, you can enable the customer to track and discuss the progress of their complaint online. Once submitted you can choose to automatically allocate complaints to the correct department for resolution; set actions; record details of investigations; discuss issues with colleagues; attach findings; and communicate with the customer. Reporting, audit history and reminders ensure that things get done and you learn from each experience.