Do you find complaint management time-consuming, complicated and a drain on resources across several departments? There is another way. Integrated into our modern contact centre software, your company can confidently handle thousands of customer concerns at any time. This is how to turn customer criticism into an opportunity.
Claim Management
From lost deliveries to inaccurate customer reviews: complaint management can run through every department of a company and take up a huge amount of resources. Even for leading companies, it is a major challenge.
But good claim management can be mastered. Properly implemented, it helps companies to systematically identify and eliminate weaknesses in internal processes or product features. As a result, the customer experience improves fundamentally.
novomind iAGENT Claim
Transparency and individuality are crucial for successfully managing complaints – and come as a matter of course with novomind iAGENT Claim: all departments and IT systems are integrated into the central communication platform and ensure that claims are managed efficiently. Even in complicated cases involving many points of contact, such as lawyers, consumer advocates or plaintiffs, iAGENT Claim provides an overview at all times.
Thanks to its flexible structure, novomind iAGENT Claim seamlessly adapts to the individual requirements of your company – without any programming effort. All kinds of complaints can be resolved quickly and clearly – with a lasting outcome.
Complaint status, people involved as well as any existing communication, can be viewed at a single glance. To this end, roles for the contact people involved can be individually assigned.
Create individually configurable input fields via the supervisor interface and use predefined values to standardise the entries.
The entire case is clearly presented in its individual stages as part of a timeline. This means that staff members can easily make sense of every complaint.
From receiving the complaint, to questioning other parties involved, through to finding a resolution, any action taken is seamlessly logged.
Evaluate the resolutions found in a system that is easily scalable – for example: grouped according to the reason for the complaint.
Any data needed to handle the complaint can be transferred to the relevant case via interfaces from third-party systems.
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