Customer Complaint Management Workflow

What does this workflow record at each stage of a complaint?

Each complaint is created as a record with a reference number, a status, and a timeline of everything that happens to it. The record captures the AI seriousness rating or manual rating, investigation findings, proposed resolution and resolution details, manager approval outcomes, the customer's acceptance decision, and the final outcome if the complaint is escalated. Table views and dashboards show all complaints by current status, such as Received, Under Investigation, Resolution Proposed, Escalated or Closed.

Who is involved in handling a complaint?

The customer submits the complaint through a public request form and later responds to emailed forms, without needing an account. Internally, the customer service lead may set seriousness manually when the AI rating is unclear, customer service investigates medium or low seriousness complaints, and the complaints manager investigates high seriousness complaints and approves or rejects refund or credit resolutions. The complaints manager also determines the final outcome for escalated complaints.

How is complaint seriousness determined?

An AI step rates the seriousness of each complaint based on its description and category. When the AI's confidence in that rating is unclear, the complaint is routed to the customer service lead to set the seriousness manually, and that decision is saved to the record; otherwise the AI-determined rating is saved directly.

What happens if a proposed resolution involves a refund or credit?

When the proposed resolution is a refund or credit, the workflow routes it to the complaints manager for approval before it proceeds to the customer. If the manager rejects the resolution, the complaint loops back to investigation for rework, up to two times, so a revised resolution can be proposed and resubmitted.

How does the customer respond to a proposed resolution?

Once a resolution is proposed, the customer is emailed a form showing the proposed resolution and asked to accept it or indicate they are not satisfied, with an optional comments field. Accepting moves the complaint to closure with a thank-you email, while indicating dissatisfaction routes the complaint to escalation for further review.

What happens when a complaint is escalated?

An escalated complaint has its status set to Escalated, and the complaints manager is assigned to review it and record a final outcome on the record. Once the final outcome is saved, the status is set to Closed and the customer receives an email with the final outcome of their escalated complaint.

How do we change this workflow?

A workflow can be changed by describing the desired change in plain English or by editing its steps directly in the workflow editor. Earlier versions of the workflow are kept, so a workspace can review or revert changes as its complaint handling needs evolve.

Can the complaint intake form be customised?

Yes, the request form used for intake, including fields like complaint category, description, desired outcome and optional evidence, can be adjusted in the workflow editor or by describing the change in plain English. A workspace publishes the updated template in minutes and can run it as a live process straight away.

How are tasks assigned to team members during the process?

Tasks such as manually setting seriousness, investigating a complaint, approving a refund or credit resolution, and determining a final outcome are assigned to specific team members, such as the customer service lead, customer service staff, or the complaints manager. Workspace users are set up as admins or members, and each assigned task appears in the complaint record until completed.