Complaints are inevitable in any customer service operation, but how you handle them can make a big difference in customer satisfaction, retention, and loyalty. Software can help you streamline complaint resolution by automating, tracking, and analyzing the process. Here are some ways to leverage software to improve your complaint management.
One of the first steps to streamline complaint resolution is to automate the intake of complaints from different channels, such as phone, email, chat, social media, or web forms. Software can help you capture and categorize complaints, assign them to the right agents, and send automated acknowledgements and updates to customers. This can save time, reduce errors, and ensure consistency in complaint handling.
?????????????? ??????????: Implement digital forms for online complaint submission. ?????????? ??????????????????????: Automate complaint intake from emails. ???????????? ?????????? ????????????????????: Use software to log complaints from social media. ????????????????: Deploy AI chatbots for complaint collection and logging. ????????-????????????: Let software assign complaints based on their nature.
Invista em um CRM. Essas ferramentas de mercado s?o baratas e ajudam muito a organizar o atendimento e a mensurar a sua taxa de solu??o e SLA de atendimento. Com um CRM, n?o importa por qual canal venha a reclama??o, afinal elas vem por todos os lados, você terá um unico software para realizar a gest?o e isso impactará positivamente na celeridade das solu??es.
Another way to streamline complaint resolution is to track the status and progress of each complaint, from receipt to closure. Software can help you monitor the performance of your agents, the response time, the resolution rate, and the customer feedback. You can also use software to set up alerts, reminders, and escalations to ensure timely and effective action on complaints. This can improve accountability, transparency, and quality in complaint management.
An efficient method to use for categorical analytics is dispositioning in the complaint receipt process. While the gambit of complaints, depending on the industry and target base, can be broad, adding even the smallest categorization to your process can make at-a-glance trend analysis and impact assessment much easier to do.
Muitas vezes sua opera??o finaliza um ticket para ganhar velocidade no atendimento da fila sem ter resolvido o problema do cliente. Muito importante resolver no primeiro contato, ent?o mensure o FCR. (first call resolution). O percentual de clientes que precisam entrar em contato novamente pela solu??o do problema precisa beirar a zero, persiga esse indicador e mensure diariamente o resultado.
The third way to streamline complaint resolution is to analyze the data and trends from your complaints, such as the volume, the type, the source, the root cause, the impact, and the outcome. Software can help you generate reports, dashboards, and insights that can help you identify patterns, gaps, and opportunities for improvement. You can also use software to benchmark your complaint performance against industry standards and best practices. This can enhance your decision-making, problem-solving, and customer service strategy.
???????? ??????????????????????: Software can aggregate complaint data, providing a holistic view of all complaints. ?????????? ????????????????: It can identify patterns and trends in complaints, highlighting areas of concern. ???????? ?????????? ????????????????: Software can help in identifying the root cause of recurring complaints. ???????????????????? ????????????????: Using historical data, software can predict future complaint trends. ??????????????????: Generate detailed reports on complaint data, aiding in strategic decision-making.
Toda reclama??o deve ser registrada no seu CRM, para que ao longo do tempo você possa analisar estatísticas sobre as maiores fontes dos seus problemas, seja produto, entrega ou atendimento. Com isso você pode focar em resolver a causa raiz, n?o apenas tratar pontualmente. O uso de dados é a melhor forma de tomar decis?es e prioriza??es.
The fourth way to streamline complaint resolution is to integrate your complaint software with other systems, such as your CRM, your ticketing system, your knowledge base, or your feedback platform. Software can help you sync and share data across different platforms, automate workflows and actions, and leverage existing information and resources. This can increase efficiency, accuracy, and collaboration in complaint management.
The fifth way to streamline complaint resolution is to customize your complaint software to your specific needs, such as your industry, your business size, your customer segments, or your regulatory requirements. Software can help you tailor your complaint processes, policies, and procedures to fit your unique context and goals. You can also use software to adjust your complaint settings, features, and functions to suit your preferences and needs. This can optimize your complaint management and customer experience.
???????????? ????????????: Software can be customized to include fields that are specific to your business needs. ???????????????? ??????????????????????????: The complaint resolution process can be tailored to match your existing workflows. ??????????????????????: Software can be integrated with other systems like CRM or ERP for seamless data flow. ???????? ??????????: Define user roles and permissions based on your organisational structure. ????????????????: Customise the interface to align with your brand identity, enhancing user experience.
Muitas coisas podem ser automatizadas. Analise quais as maiores fontes de reclama??es e crie automa??es tanto para atendimento quanto para as solu??es. Tudo que é manual é mais lento e com maior margem de erros humanos, n?o deixe de investir tempo e recursos em automa??es, elas que tornam o seu negócio escalável.
The sixth way to streamline complaint resolution is to update and improve your complaint software regularly, based on the feedback, results, and changes in your complaint environment. Software can help you keep up with the latest trends, technologies, and innovations in complaint management. You can also use software to test and implement new ideas, solutions, and enhancements to your complaint system. This can ensure your complaint management is always relevant, effective, and efficient.
Some of the areas not included in the article are: ??????????????????????: Ensure the software can handle an increase in complaint volume as your business grows. ????????-????????????????????????: The software should be easy to use for both your team and your customers. ?????????????? ?????? ????????????????: Check if the software provider offers adequate support and training. ????????: Consider the cost of the software and whether it provides value for money. ???????????? ????????????: In today’s world, having mobile access to complaint resolution software can be a huge advantage. It allows for real-time updates and flexibility.