Complaint Management
Leverage a Complaint Management Solution that Provides Automation and a Seamless Follow-Up Process
Are you struggling to keep track of customer complaints and feedback? Our Spectos complaint management solution offers a comprehensive and structured approach to addressing customer concerns. With our platform, you can easily manage communication with customers across all channels and quickly respond to any issues. By leveraging customer feedback, you can optimize your company's service quality and improve customer satisfaction and retention. Don't let complaints slip through the cracks – try Spectos today and take control of your complaint management process.
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Turn Your Critics into Your Fans by Making Your Customers the Focus of Your Continuous Improvement Strategy
Challenges in Complaint Handling
- Critical trends are identified too late
- Complicated, non-transparent communication between individual departments
- Lack of transparency in the processing status of individual concerns
- No analysis or reports on the occurrence of complaints available or very time-consuming
- Laborious recording of individual concerns or requests
- Inefficient handling of customer complaints. Solutions reside with individual employees.
Core Elements of the Spectos Complaint Management Solution
Multiple-channels for the transmission of complaints
Automated collection of all complaints in central platform
Real-time notifications triggered by negative feedback or exceeding of critical limits
Automated ticket creation with receipt of a request and assignment to responsible employee
Organization-wide access to ticketing with specific access rights per hierarchy and position
Detailed information on the status quo of individual cases with processing history, optional data attachments etc.
Diverse functions for systematic case handling, such as the prioritization function, predefined text modules, etc.
Easy-to-understand reports and visualizations on satisfaction KPIs, ticket status, and possibility for benchmarking
Industry-Specific Solutions for the Systematic Handling of Complaints
Collect and Analyze Complaint Metrics Automatically - Sample Cockpits
Collect and Analyze Complaint Metrics Automatically - Sample Cockpits
Advantages for your Customer Complaint Management
- Real-time insight into the type, number and processing status of complaints
- Uniform organization-wide approach to handling complaints
- Sustainable improvement of service quality and customer satisfaction
- Transparent, quick case processing through efficient customer contact
- Targeted derivation of long-term improvement and innovation measures based on daily updated data
- Easy benchmarking of customer satisfaction at different locations, branches, departments, etc.
Our Approach for Your Continuous Improvement Strategy
The nature of complaints varies widely and depends on industry, the product range and type of service offered. That's why we work with you to develop a tailored solution that meets your company's unique requirements and goals. To achieve this, throughout the entire development phase we analyze your established processes, identify key interaction points and develop a suitable customer complaint management system for your day-to-day business in an agile manner.
Easily Capture Customer Experiences
By connecting to your existing multi-channel survey system or use of the Spectos Survey Service, you can quickly and easily capture complaints, criticism, praise and comments at any point of the customer journey. Conduct your personal feedback strategy via app, terminal, web, email and telephone. To better describe the concerns, your respondents can even add files and photos to online surveys.
From Data to Action
An important component of the Spectos RTPM™ Suite is the integrated ticket system for a successful customer complaint management system. According to predefined rules, tickets are automatically created from any incoming critical feedback and are forwarded internally. As soon as new complaints are received or a status has changed, your responsible employees receive an automatic notification to ensure fast processing and successful resolution.
Customer Satisfaction Indicators at the Push of a Button
The Spectos Real-Time Performance Management™ Suite centrally maps feedback from your customers. The easily scalable system provides you with relevant key figures in real time, such as processing status, processing time and complaint assignment. Excellent department-specific cockpits make it much easier for you to monitor and control individual and standardized complaint metrics. Benefit from real-time insights and respond immediately to critical requests.
Experience your service quality from the customer's point of view
Why exactly do your customers get frustrated when interacting with your customer service? What are obstacles when trying to get in touch with your company? Why do customers abandon abandon a full basket? Find out by experiencing the interaction with your business from the customer's point of view. With our Mystery Panel, you can perform quality checks to reduce issues and complaints!
Get Inspired by Our Customers' Various Use Cases for Service Request Management
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AMEOS Group
Based on continuous multi-channel patient surveys in real time, the healthcare provider never misses a critical issue.
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Vietjet Air
The reports of the Spectos RTPMTM Suite are an effective tool to quickly resolve emerging problems at Vietjet Air airports in order to continuously optimize service quality.
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Audi Zentrum Ingolstadt
For all ratings below 5 stars, a ticket is automatically triggered and transferred to the responsible quality manager for further processing.
Future-Proof CRM through Transparent Complaint Handling - These Services are the Building Blocks for Your Tailored Solution