Handling customer complaints effectively is crucial for any business, especially in industries like financial services where the process may involve multiple departments and personnel. Centralizing and streamlining the complaint handling process not only improves customer satisfaction but also increases operational efficiency.
Avokaado provides a flexible solution for processing customer complaints, with several of its clients successfully implementing customer complaint forms through its platform. These forms can be integrated into either an automated or manual workflow, depending on the volume and complexity of complaints received. Let’s take a closer look at both approaches and how they can be tailored to meet the needs of different businesses.
Manual vs. Automated Complaint Processing
In general, businesses can choose between two main approaches for processing complaints:
- Manual Process: This approach is ideal for companies that receive complaints infrequently. It involves handling each complaint on a case-by-case basis with manual input from support staff.
- Automated Process: For companies that anticipate a higher volume of complaints, automating the complaint-handling workflow can significantly reduce the time and costs involved. Automation not only speeds up the resolution process but also minimizes human error and allows staff to focus on more critical tasks.
The Automated Complaint Process
In an automated workflow, the entire process is designed to be as hands-off as possible, with the system taking care of routine tasks. Here’s how it typically works:
- Complaint Submission: The service provider places a customer complaint form on their website. When a customer submits the form, it is automatically integrated with a pre-built complaint template in Avokaado’s workspace.
- Document Generation: Once the form is submitted, a document is automatically generated using the information provided by the customer. If all the required fields are filled out, the document moves directly to the next stage—either approval or signing.
- Handling Missing Information: If any information is incomplete or missing, a draft of the document is created in Avokaado and shared with the complainant for editing. Once all necessary details are entered, the complainant can finalize the document, which then progresses to the approval or signing phase. Furthermore, customer can attach any documents related to their complaint, so all the documents are collected to a single source and treated together.
- Approval and Signing: After the document is reviewed and approved (if necessary), it is electronically signed by both the customer and the company representative.
- Final Steps: Upon signing, copies of the final document are automatically distributed to all relevant parties, ensuring everyone involved is kept in the loop.
- Actionable Follow-ups: The automation doesn’t stop there. Using Avokaado’s "Action: start aDoc" functionality, businesses can automatically trigger follow-up documents, such as those needed to investigate the complaint further or initiate a refund process. The flexibility of the Avokaado platform allows companies to build any follow-up documentation they may need, custom-tailored to their internal workflows and regulatory requirements.
The Manual Complaint Process
For companies with fewer complaints, a manual approach might be more suitable. In this scenario:
- Complaint Submission: The customer submits their complaint via the company’s webpage, but instead of an automatic process, support specialists manually transfer the data into the Avokaado form.
- Review and Approval: Once the data is copied into the form, the support team reviews the information and then sends the form to the customer for approval.
- Signing: After the customer approves the form, it is signed electronically by both the customer and the company representative.
- Document Distribution: As with the automated process, copies of the signed document are distributed to all involved parties for record-keeping.
- Actionable Follow-ups: Even if the documents are created via the manual process, they can benefit from Avokaado’s "Action: start aDoc" functionality, to create any follow up documents and forms for internal and external processing.
Benefits of Centralized Complaint Processing
By using a centralized and automated solution like Avokaado, companies can:
- Increase Efficiency: Automation speeds up the complaint-handling process by reducing the need for manual input and oversight.
- Minimize Errors: Automating data transfer and document generation helps eliminate human errors that often occur with manual data entry.
- Enhance Customer Experience: Customers appreciate quick and seamless resolution processes. Automation ensures their complaints are handled promptly and professionally.
- Ensure Compliance: Centralizing and automating complaints also helps meet regulatory compliance standards, particularly in highly regulated industries like finance.
- Scalability: Whether a company handles a few complaints a month or hundreds, Avokaado's platform can scale to fit any volume.
With Avokaado’s flexible document automation platform, businesses can streamline every aspect of their customer complaint process, from the initial complaint submission to the creation of internal documents for investigating and resolving the issue. Whether through a manual or automated workflow, Avokaado helps organizations handle customer complaints more efficiently and effectively.
