Customer Service
Responsive customer service is the backbone of a successful and profitable business. Increase your operational capacity and efficiency with our automated call center and customer service solutions that deliver fast problem resolution and productivity.
Encourage Engagement and Feedback
Feedback and survey results provide invaluable insight into current trends and help you keep your finger on the pulse of a fast-moving market. Stay up to date in real time with digitalized data capture and processing tools. Build customer trust and loyalty by delivering clear, well-defined messages.
Are you still trying to track customer complaints by email and on paper?
In the modern world, the customer is everything. Our main goal is for customers to be satisfied with the products and services we offer. Potential issues and complaints must be addressed immediately and resolved permanently. If you do not put customer complaints at the center of your business and make the necessary changes, you will lose your customers. If you do not have a system for tracking customer complaints digitally, you are likely experiencing the problems listed below.
- Effective Management and Maintenance
- Customer Satisfaction
Common Problems
- Customer complaints stay buried in emails and on paper and cannot be tracked
- Loss of customers and market share
- The same complaints keep recurring
- Problems are not identified in time
- No permanent solution is achieved
- Complaint resolution time cannot be measured
- Not learning about customer complaints in time
- Complaints are relayed to the company incorrectly, leading to wrong responses and wasted time
- Loss of customer loyalty due to failure to provide timely information
- Damage to the company's image
- Failure to act in line with quality standards
- Dissatisfied customers sharing negative opinions about the company with their social circle
- No measurement of complaint types and frequency
Benefits of Managing the Customer Complaint Process Digitally
- Real-time visibility into which step each complaint is at
- The complaint process works integrated with the CAPA process, so issues are resolved permanently
- Learning about customer complaints in time and responding to customers promptly
- Identifying bottlenecks in the process through KPI and SLA tracking
- Greater loyalty from customers who see that the company and brand care about them
- Avoiding wasted time and using company resources efficiently thanks to a clear, accurate understanding of each complaint
- Protecting the company's image
- Acting in line with quality standards
- Satisfied customers sharing positive opinions about the company with their social circle
- Real-time monitoring of complaint type, frequency, resolution time and more
- Adapting products and services to customer needs
- Satisfied customers bringing in new customers
- Integration with ERP and other enterprise applications
- Field teams included in the process with mobile app support
Customer Request Management
Managing customer requests with email and Excel creates many problems. Data such as who is doing how much work and how long it takes to respond to customers is not available. More than one person may pick up the same task. It is impossible to track who responded to the customer. Assigning work to the right expert becomes difficult. KPI and SLA tracking cannot be done. Performance cannot be measured. There is no way to ensure consistent responses to similar requests that arrive from customers at different times.
Processes that are monitored and measured increase efficiency.
PaperWork monitors all customer-facing processes and measures every step. Requests from the call center, email and the website are managed from a single hub. Incoming requests are processed immediately according to rules, and every step of the process is monitored and measured in real time.
You can identify exactly what the customer expects. Problem areas are easily identified and improved. A transparent and fair system is established. Resources are used effectively. Customer satisfaction rises.
All correspondence, documents and responses related to a customer request are archived in the system, building institutional memory.
Customer request management video
Customer request management
Let’s Make Your Processes Smarter Together!
Let’s explore how PaperWork’s low-code BPM, document management, ERP integration and AI solutions can be used in your organization.
- 01
We find a time that suits you.
- 02
We hold an introductory meeting.
- 03
We run a demo tailored to you.