A complaint management solution is essential for any business that wants to ensure customer satisfaction and maintain a positive brand image. In this blog article, we will discuss Emojot’s complaint management solution, which uses the Emojot Workflow Management (WFM) platform to power up any type of complaint management scenario.
Firstly, let’s define what a compliant management solution is. A complaint management solution is a set of tools, processes, and workflows that enable businesses to manage and resolve customer complaints effectively. It involves recording, tracking, and analyzing complaints to identify underlying issues and implement corrective measures.
Emojot-compliant management solution is a comprehensive system that provides businesses with the tools they need to manage and resolve customer complaints quickly and efficiently. The solution is configured on Emojot’s WFM platform, which provides a robust workflow engine, making it highly customizable.
The WFM software is a powerful tool that enables businesses to design and implement complex workflows easily. With Emojot’s complaint management solution, businesses can create custom workflows to suit their specific complaint management needs. This flexibility ensures that the solution can be tailored to meet the unique requirements of any business.
In addition to the WFM platform, Emojot compliant management solution comes with a range of available features that are available in most complaint management solutions. These features include:
- Omni-channel support – Customers can gather complaints using innovative, software-based ‘Emotion Sensors™’ which can be deployed via multiple channels such as Emails, SMS and Social media.
- Ticket management – Complaints are recorded as tickets, and businesses can track the progress of each ticket throughout the complaint management process.
- Prioritization – Complaints can be prioritized based on their severity, allowing businesses to address the most critical complaints first.
- Automatic assignment – Complaints can be automatically assigned to the appropriate team or individual based on predefined enterprise hierarchies and rules.
- Automated reach back capability – This feature enables businesses to keep customers informed of the progress of their complaints without requiring any additional effort from the business. With this feature customers receive automated updates via email or SMS, providing them with real-time information on the status of their complaints. This feature not only keeps customers informed but also reduces the workload on businesses by minimizing the need for manual updates.
- Integration with other systems – Emojot-compliant management solutions can be integrated with other systems, such as CRM or ERP systems, to provide a complete view of the customer’s interactions with the business. It also provides a rich set of APIs that can be used by third-party developers to do any kind of custom integration.
- Automatic escalation and follow-up – The complaint resolution timeline can be tracked based on different categories. If the complaints are not addressed within a given time frame, those can be escalated to relevant management team members.
- Reporting and analytics – Businesses can generate reports and analyze data to identify trends and improve complaint management processes.
In conclusion, Emojot compliant management solution is a powerful tool that enables businesses to manage and resolve customer complaints effectively. With the Emojot WFM software as its foundation, businesses can customize and configure the solution to meet their specific complaint management needs. With the addition of general features such as omnichannel support, ticket management, prioritization, reporting and analytics, integration with other systems, and Automated reach-back capability Emojot compliant management solution is a comprehensive solution that can help businesses improve their customer satisfaction and maintain a positive brand image.