Complaint Management Software for Structured Customer Service
Move complaints out of scattered calls, messages and spreadsheets into a workflow where each issue can be captured, categorized, prioritized, assigned, tracked and communicated to the customer.
A clear path from complaint to resolution
Structured workflows ensure no customer issue falls through the cracks.
Complaint Capture
Create a structured record with the information your team needs to understand and act on the issue.
Category & Severity
Classify complaints so teams can prioritize, route and report on recurring types of problems.
Ownership & Status
Track who is responsible, what stage the complaint has reached and where follow-up is required.
Customer Notifications
Keep customers informed through configured notification channels, including WhatsApp workflows where implemented and approved.
Administration & Reporting
Use dashboards to review complaint status, categories, patterns and unresolved work.
Proven in an FMCG customer-care context
The portfolio includes a complaint-management portal for BIKAJI in which customers could raise complaints, administrators could categorize and track severity/status, and WhatsApp notifications were used to keep the customer informed.
