JBMatrix develops Complaint Management Systems that help businesses record, assign, track, resolve and analyze customer complaints through a centralized digital platform.
A structured complaint management process ensures that customer issues do not get lost in emails, phone calls, spreadsheets or informal communication.
Complaints can be received through web forms, mobile applications, customer portals or internal users.
Complaints can automatically or manually be assigned to the appropriate employee, department or service team.
Complaints can be classified according to priority, category or severity.
Management can track complaints such as: New → Assigned → In Progress → Waiting → Resolved → Closed
Organizations can define expected response and resolution times.
Delayed complaints can automatically be escalated to supervisors or management.
Users and customers can receive notifications about important complaint updates.
Management can analyze number of complaints, open complaints, resolved complaints, pending complaints, resolution time, department performance, complaint categories and customer trends.
It can be useful for:
