In most businesses today, they are having call centers or contact centers to allow customers to contact the company for enquiries, complains and feedback comments on its services and products. The service and support cycle is triggered when a customer calls to lodge a complaint. During this process, not only the call center agents but also support technicians are involved in working and communicating with the prospect or customer. Therefore, an efficient and effective complaint management system is required to enable all people involved to act as a single team, sharing a common view of customer information in order to respond quickly with right information, and provide excellent service and support.

Customer Service Management | Enquiry