Good complaints management has two goals: increasing customer satisfaction and customer loyalty on the one hand, and improving the quality of the product or service on the other. Digitizing the process makes it easier to achieve both goals:
It is made easy for the customer to formulate his request and send it to the right addressee. Ticket-based communication takes place between the customer and processor, and the customer is kept up to date on the status of his complaint.
When receiving the complaint, the following key data is important and should be queried by the service hotline and entered in the ticket form:
- What is the complaint (product, service)?
- Who complains?
- When was a complaint made?
- Is this the customer’s first complaint?
In addition, the following points may be of interest:
- Is there a deadline by which the possible defect must be remedied?
- Which communication channel has been used for the complaint?
If the complaint is received via email, a ticket can be automatically generated from it, using the subject line as the ticket title. The text of the e-mail is inserted in the description field and the sender’s address is entered in the “E-mail” field.
After receipt of the ticket (set by the service employee or generated from an e-mail), the customer is informed of this by an automatically sent e-mail. For other standard processes (e.g. status change of the ticket or ordering spare parts), predefined answers can keep the customer up to date without the support team having to write a corresponding text. Attachments such as forms can also be assigned to the template and added to the ticket.
If you provide your customers with a customer portal for inquiries, support requests and complaints, they can enter all relevant data themselves. Ticket-based communication between you and the customer is also made easier.
Depending on the category, an incoming complaint can be assigned to different persons responsible for processing. A workflow-based automatic assignment is also conceivable if, for example, it should first be checked whether a subsequent improvement is subject to a fee, or if a third-party provider has to be consulted.
Another advantage of managing complaints in a ticket system is the creation of evaluations, for example to determine which products or services are causing more complaints. In this way, improvements can be targeted in these areas. A company-specific dashboard based on Excel is ideal for this.
Complaints management implemented with SharePoint Online and Microsoft 365 is web-based and can therefore be used decentrally. The forms can be customized to suit your specific needs.
Digitize your complaint management. We’ll be happy to help you!