Customer Complaints Management (CCM)
Resolve Faster, Retain Longer – Smart Complaint Handling Made Easy!
Managing customer complaints effectively is crucial for building trust and loyalty. Emojot’s AI-driven CCM solution transforms traditional complaint handling into a proactive process that resolves issues efficiently and strengthens customer relationships.
With Emotion Sensors™, AI-powered sentiment analysis, and real-time feedback loops, businesses can capture, analyze, and act on customer concerns across multiple channels.
Predictive analytics detect potential issues before they escalate, while automated workflows streamline resolutions, boosting satisfaction and reducing churn.
Core Features of
Customer Complaints Management
Core Features of
Customer Complaints Management
Omni-Channel Feedback Capture
• Collect customer feedback across multiple channels—email, SMS, social media, QR codes, and more.
• Use Emotion Sensors™ to capture in-store or remote feedback instantly at post-purchase or service touchpoints.
Complaint Logging & Ticket Management
• Log, track, and manage customer complaints using a structured, transparent ticketing system.
• Ensure an organized resolution process with complete audit trails for compliance and accountability.
Real-Time Monitoring & Smart Escalations
• Monitor complaint resolution timelines in real-time.
• Automatically escalate unresolved issues based on predefined categories and SLA rules, ensuring timely resolution.
Analytics & Actionable Insights
• Analyze trends, root causes, and resolution performance with real-time dashboards.
• Use data to drive continuous improvement in complaint handling and customer service.
Seamless Integration with Other Systems
• Integrates effortlessly with CRM, ERP, and other business systems via robust APIs.
• Achieve a unified view of all customer interactions.
EmoSight™: Smarter Decisions with Predictive AI
• EmoSight™ monitors complaints across channels to uncover what’s driving customer dissatisfaction.
• Spot rising complaint volumes by branch, category, or source in real time.
• Get AI-powered insights to improve processes, reduce escalations, and protect brand reputation
Prioritization & Automated Assignment
• Prioritize and route complaints automatically using enterprise hierarchy and intelligent rules.
• Reduce internal delays and accelerate response times with smart task distribution.
Benefits
Real-time updates and faster resolutions for customer complaints.
Secure, compliant handling aligned with data protection standards.
Organized and efficient complaint management across teams and departments.
Continuous process refinement through smart, actionable analytics.
Smarter decision-making powered by data-driven insights.
Success stories
Radisson
Radisson, a multi-brand hotel chain in Sri Lanka with a global presence, faced challenges with delayed complaint resolutions, impacting guest satisfaction and retention. By integrating Emojot’s AI-powered Customer Complaint Management (CCM) solution, Radisson streamlined its service response, ensuring faster issue resolution and a seamless guest experience.
60+
Alert tickets resolved within 5 months
Barista
Barista, the largest coffee chain in Sri Lanka with 57 outlets, faced challenges in managing customer complaints efficiently, leading to delays in resolution and service inconsistencies. By implementing Emojot’s AI-driven Customer Complaint Management (CCM) solution, Barista transformed its approach to handling customer feedback, ensuring prompt action and better service recovery.
TellBarista
Solution handled over 200 complaints in six months,
Our Platform in Action
Our Platform in Action
Revolutionizing Customer Centricity with
AI-Driven Solutions
Revolutionizing
Customer Centricity
with
AI-Driven Solutions
Fix your customer experience gaps with AI-driven solutions that enhance satisfaction, streamline operations, and drive growth.
