Complaints and Requests Management

This process covers the reception, handling, and efficient resolution of customer complaints and requests.

Complaint Management

Ensures efficient handling of complaints by registering, categorizing, and managing them quickly and accurately.

Facilitates responsible assignment, case tracking, and real-time customer communication updates.

Wattyo Assignment Manager enables automatic assignment of complaints to work units.

Wattyo Business Process Engine (BPE) allows customization of business processes to fit each company’s needs.

The image displays the configuration of a quality control process for the documentation submitted in a contract request at the start of a customer complaint.

This process generates an activity plan linked to the complaint to facilitate procedure tracking, ensuring proper adherence to the required steps.

The activity plan displayed in the image shows the various steps the process has gone through, following the logic defined in the process template.

This setup helps the agent or manager apply the correct procedure while ensuring full traceability of all activities and deadlines for proper control.

Automatic Complaint and Request Resolution

Wattyo Business Process Engine leverages AI-driven decision-making and predefined business rules to automate processing and resolution of common complaints and requests.

Enhances customer experience by providing instant solutions to recurring issues reducing the workload of customer service teams.

The image displays the configuration of a process that is automatically triggered upon the registration of a request or complaint received via email.

The process evaluates the type of complaint to determine whether it can be resolved automatically.

If applicable, it executes the necessary actions for resolution, streamlining the handling of customer requests.

Customer Request Management

Optimizes the administration of customer requests, enabling their classification, tracking, and resolution efficiently.

Includes tools to:

• Prioritize urgent requests using Wattyo BPE.
• Automatically assign responsible agents with Wattyo Assignment Manager.
• Ensure appropriate response times for each request.

Change Traceability

Leveraging Salesforce’s native tools, the system records every modification made to requests and complaints, as well as any other relevant entities, ensuring full traceability and transparency in customer service processes.

This allows:

• Error prevention in case management, improving operational efficiency.
• Consultation of change history for any request or complaint.
• Identification of responsible agents for modifications.