The term "complaints" refers to feedback or claims made by customers or users expressing dissatisfaction with a product, service, or experience. Complaints are an important part of customer relationship management, as they give companies the opportunity to address issues, make improvements, and enhance customer satisfaction.
Typical software functions in the area of "complaints":
Complaint Recording: Automated input and categorization of customer complaints into a central system.
Complaint Management: Managing and tracking the status of complaints from recording to resolution.
Task Assignment: Automatic or manual assignment of complaints to the appropriate employees or departments.
Response and Escalation Management: Options for quick processing of complaints and escalation in urgent cases.
Reporting: Creating reports and statistics on received complaints, their causes, and resolution status.
Feedback Analysis: Analyzing the complaints received to identify trends and recurring issues.
CRM Integration: Linking complaints with customer contacts and history to enable better tracking and resolution.
Archiving: Long-term storage of complaints and their resolution for future audits or analyses.
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