How to get started with Complaint / Helpdesk Management?
Factech has a very comprehensive helpdesk or complaint management system. As CRM or help desk manager, you have to decide how you want to handle the service requests of the customers. The decisions you need to make are:
- 24*7 IVR Based Helpdesk: Do you want to have automated Interactive Voice Response Call for complaint handling.
- Nature and Sub Nature of Complaints: What are the different categories and subcategories of complaints. For Example – Electricity-> No Power Supply.
- Map Supervisor and Staff to Complaint: Who will work on the respective category of the complaint and who will supervise the complaint.
- Escalation Level: What are the different escalation levels in your organization? Do you want different escalation levels at the sub-nature level?
- Job Card or OTP: Will you use a Job Card copy or will use OTP-based verification from the customers?
- Auto Assign: You can choose the auto-assign feature in Complaint, where a complaint is automatically assigned to the staff as per the category.
- Custom Complaint Status: You can add new complaint status in addition to the default ones. This is especially useful in special projects or new projects.