Customer Journeys
- Standardized complaint handling process for regulated industries
- Employee complaint handling
- After-hours support and centralized complaint handling
- Process transparency and information updates for customers and employees
How I Help the Business
- Standardized process across departments and regions
- Automated handling of information updates and next steps
- Clear record of complaint handling and audit trail
- Improved transparency and perceived fairness
How I Help the Customer
- Increased transparency and accessibility across multiple channels
- Improved access to information and updates 24/7
- Greater privacy in reporting complaints and receiving updates
My Metrics
# unique complaints
# complaints handled
% complaints resolved
% routing by intent
time to resolve