Every module, step by step

Listening & quality

Centralize complaints by channel and priority, with follow-up through to the final response.

The complaints module centralizes every customer complaint regardless of its originating channel, with a priority level assigned to each case. The customer submits their complaint and contact details, then tracks its progress through to the final response. The complaints team assigns each case to the person in charge, exchanges with the customer through a comment thread, and closes the case with the response given — the full history stays available for spotting trends and improving service quality.