Handle complaints well from the first contact.
Complaints acknowledged and routed with their history from the first contact, with AI agents that recognise a complaint across web, SMS, email and voice.
Handle complaints well from the first contact.
Complaints acknowledged and routed with their history from the first contact, with AI agents that recognise a complaint across web, SMS, email and voice.
Complaints and triage
Complaints arrive in every channel, often mixed in with ordinary enquiries. When they are not recognised early, customers repeat themselves, acknowledgements are late and the evidence your regulator expects is scattered across systems. Complaints teams spend their time gathering history instead of putting things right.
We build a complaints journey from our platform blocks across web, SMS, email and voice. It recognises a complaint, checks who the customer is, captures what happened and the outcome they want, and acknowledges it with a reference. The case goes to your complaints team with the full history, is written to your CRM, and every step is recorded as regulatory evidence. Built for you, run by us.
- ✓ContactCustomer emails a complaint about a delayed repair
- ✓UnderstandRecognised as a complaint and triaged by severity
- ✓VerifyIdentity verified
- ✓AssessDetails and the outcome they want captured
- ✓RoutePassed to the complaints team with full context
- ✓IntegrateCase created in the client's CRM
- ✓ReportComplaint handling evidenced
- ✓ContactCustomer emails a complaint about a delayed repair
- ✓UnderstandRecognised as a complaint and triaged by severity
- ✓VerifyIdentity verified
- ✓AssessDetails and the outcome they want captured
- ✓RoutePassed to the complaints team with full context
- ✓IntegrateCase created in the client's CRM
- ✓ReportComplaint handling evidenced
- ✓ContactCustomer emails a complaint about a delayed repair
- ✓UnderstandRecognised as a complaint and triaged by severity
- ✓VerifyIdentity verified
- ✓AssessDetails and the outcome they want captured
- ✓RoutePassed to the complaints team with full context
- ✓IntegrateCase created in the client's CRM
- ✓ReportComplaint handling evidenced
Complaints are acknowledged and routed with their full history, so your team starts from the facts. You can track time to first response and show how each complaint was handled.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Kraken, SAP, Salesforce and in-house billing systems, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.