How Should I Organize and Address Customer Complaints?

Updated on January 11, 2017 04:59AM by Admin

Absolutely! An integral part of a customer relationship management (CRM) application is a customer service applications. The application designed to manage customer issues is the Cases App.The Cases App is a simple issue creation system that tracks information related to the original problem, provides a method to assign the issue to another employee for resolution, and includes tools to link support cases to other Apps in Apptivo.

If you want to learn more about cases, see the Cases App Quick Start Guide.

Steps to organize and address customer complaints

When you receive a complaint or problem from a customer, log in to your account and access Cases App. Click on "Create Case" button will open a popup, which will ask for the case details:

  1. The subject is a brief description of the problem, which will appear when browsing open cases.
  2. The description is as complete written description of the issue the customer is encountering, along with any details about how to reproduce their problem.
  3. You can prioritize this case, and also assign a status to it.
  4. Next, you’ll provide details about the person who reported the problem, and the customer that they work for.
  5. You can classify the type of issue and relate it to products or projects in your account.
  6. Finally, you can assign this issue to the employee who will be managing this case and assuring the issue is resolved for the customer.