1. Complaint registration

Registration of complaints can be made in different ways and the source of each complaint can be tracked easily.

• a. Complaint form: 

• Customer can fill in the online complaint form using the link given at the branches. This link can be displayed at the branch or the transaction document. Also, QR code can be generated for the complaint and displayed at the relevant places.

• b. Email: 

• Customer emails sent to the dedicated email id’s with relevant keywords can be booked as a complaint automatically. This will reduce the manual intervention in complaint registration.

• c. Websites / Apps: 

• Complaint registration form can be embedded in websites, mobile apps etc for easy access of the customers.

• d. Telephones: 

• It is a common practice that most of the exchange houses use telephony solutions to manage call centers. Zoho desk supports integration with most of the telephony solutions and in case the default integration is not available, it can be achieved through Rest API integration.

• e. Chat: 

• Customer chatting can be enabled using the Zoho Sales IQ tool. It helps to chat with the customer and register and resolve the complaints.

2. Complaint form customization

Complaint / feedback form should contain all the relevant fields which requires to identify the issue and categorize into relevant section. Zoho desk allows to create custom forms to match the organization requirements. Some of the relevant fields are as follows:

•  – Name

•  – Contact details

•  – Visited branch

•  – Description of the complaint / feedback

•  – Rating of the service

3. Segmentation

You have received the complaint with relevant information, what is next?

Registered complaint to be categorized based on multiple factors such as Branch, Department, Priority etc. This can be achieved through automation feature of Zoho desk. And if you don’t like the automation, you can do it manually too .

4. Tracking

Every registered complaint to be tracked in terms of number of days, status, assigned person etc. This is the core feature of Zoho desk and it helps the top level management to track the performance of the customer support team and to monitor average closing time.

5. Workflow rules and automation

Blueprint and workflows are the back bone of the Zoho desk tool. This can be used to achieve a lot of automated scenarios. Some of the examples are as follows:

•  – Automatic acknowledgement email to the customer regarding the complaint

•  – Notifying the customer support team regarding the new complaint

•  – Automatic updation of the progress of the complaint to the customer

•  – Escalations of the issue based on the predefined criteria such as number of days, department etc

•  – Assignment rules based on various permutation and combination

6. Knowledge base and notes

Zoho desk helps the support team to build the knowledge base on the business scenarios, frequently asked questions, previous solved cases etc within the platform itself. This makes the team handy with resolutions for most of the complaints. Internal communications and notes also can be done within the system itself.

7. Reports and Dashboard

Zoho desk provides multiple reports to analyze on the complaint status, age, team in charge, segment wise analysis etc. It also comes with a nicely done dashboard for quick overview.