New way of addressing customer problems

Every customer complaint or request is a case and every case needs quick attention by the service provider. When a customer raises an issue, he is provided a ticket number and asked to wait for some time until the problem gets solved. Another way of handling complaints is establishing quick connection with customers.

How complaints are handled?

Businesses use case management software to handle customer complaints. The software creates accounts for customers and provides password protected access to the accounts. Customers access their accounts to lodge complaints and post requests. Customers’ postings are viewed by service executives that forward the complaints to concerned departments and update customers about the action taken on their complaints.

Online platform

The online platform is accessible for all. Customers can visit their accounts anytime and from anywhere and also they can take advantage of the software from their mobiles. Service executives remain free to monitor customers’ accounts and business executives can see progress in the customer service.

A customer posts a problem and requests immediate help. A business manager notes the problem and marks the problem as urgent. In this way, the customer gets immediate help without waiting for long time. The software highlights the problem that service executives and business managers can see.

The platform can also be used to educate customers on common problems. For common problems, business managers can create a FAQ section and direct customers to visit the FAQ section for the problems that are common. Also there could be a knowledge bank to help service executives in dealing with customer problems.