and internal automation (internal email sending for support by such and such agent...). Once the ticket is closed, the customer receives a survey (NPS score) to measure satisfaction. customer complaints pipeline ticketing Process the complaint and respond to customer needs 3.1. Handle the request Above all, your customers must easily find where and through which channel to make their complaint. Once the customer chooses their channel and sends their request, it is automatically created in the pipeline. You must take care of it as quickly as possible ,
and notify your customer. Turks and Caicos Islands Email List of receipt will be done automatically, and starts the countdown for your customer. NB/ Automatic does not mean impersonal. You can contextualize the approach and personalize it, whether by email or SMS. 3.2. Understand the problem Your teams must be properly trained in order to respond appropriately to the problem. Your processes must be clear, written and shared:
What happens in the context of such a complaint? Who will take charge and what to respond to the customer? What to do when the problem is unknown? NB/ Having and maintaining a knowledge base will help you to be even more efficient and responsive in handling complaints. In addition, it can be taken up by your chatbot if you decide to automate certain responses. 3.3. Respond to the customer: provide a real solution Then comes the time to respond to the customer.