Tracking and automatic resolution of customer complaints

Purpose

1.1. Automatically track, categorize, escalate, and resolve customer complaints received via multiple channels for airport shuttle services, ensuring continuous feedback monitoring, expeditious problem-solving, personalized communication, and improved customer satisfaction.
1.2. Ensure that all customer complaints are systematically logged, analyzed for intent and urgency, routed to proper teams, their status updated, and customers proactively notified at every resolution stage, leveraging multi-platform integrations and omnichannel connectivity.

Trigger Conditions

2.1. New complaint message or ticket received by email, SMS, web form, or call center.
2.2. Complaint keyword or sentiment detected in chat, social, or review channels.
2.3. Negative rating or unsatisfactory feedback registered in post-ride survey or feedback form.
2.4. Assigned complaint escalated or unresolved past predefined SLA.

Platform Variants

3.1. Zendesk
• Feature/Setting: Triggers and Ticket Events API — configure automation to monitor new/updated complaint tickets and invoke resolution workflow using 'Ticket Updated' trigger and REST API endpoints.
3.2. Salesforce Service Cloud
• Feature/Setting: Case Management — set up macros and flows in Process Builder/Flow Builder to track complaint Cases and route to resolution queues.
3.3. Freshdesk
• Feature/Setting: Automations and Webhooks — activate 'On Ticket Creation' event, use webhook to forward complaint info to orchestrated pipelines.
3.4. Microsoft Dynamics 365
• Feature/Setting: Power Automate — configure trigger on new cases with category 'Complaint', invoke resolution actions through Flow.
3.5. Twilio
• Feature/Setting: SMS Webhooks and Conversations API — listen for complaint keywords in SMS threads and trigger incident creation.
3.6. Intercom
• Feature/Setting: Conversation Data Triggers — automate detection of complaint type conversations; fire webhooks to external endpoints.
3.7. ServiceNow
• Feature/Setting: Incident Workflow Engine — monitor for complaints logged as incidents; build auto-routing and communication flows.
3.8. Zoho Desk
• Feature/Setting: Workflow Rules — set for new complaints tagged as 'urgent'; auto-assign and escalate.
3.9. HubSpot Service Hub
• Feature/Setting: Ticket Workflows — configure trigger for tickets with customer dissatisfaction tags, update status, notify stakeholders.
3.10. Jira Service Management
• Feature/Setting: Automation Rules — capture and categorize complaint issues; execute escalation and communication sequences.
3.11. Mailgun
• Feature/Setting: Inbound Email Routing — grab complaint emails and parse content for workflow kick-off.
3.12. Google Workspace (Gmail)
• Feature/Setting: Apps Script or Add-ons — auto-label and forward emails with complaint keywords to orchestrated logic.
3.13. Slack
• Feature/Setting: Incoming Webhooks and Bots — detect complaints in specific channels; trigger follow-up and create linked tasks.
3.14. Facebook Messenger
• Feature/Setting: Webhook-based Bot — monitor message threads with complaint-related intents and escalate conversation data.
3.15. WhatsApp Business API
• Feature/Setting: Webhook — capture complaints in WhatsApp chats; trigger external process with message content.
3.16. SendGrid
• Feature/Setting: Inbound Parse Webhook — detect complaint emails; forward payload to complaint-resolution workflow endpoint.
3.17. Asana
• Feature/Setting: API Task Creation — create complaint-resolution tasks based on external complaint triggers.
3.18. Aircall
• Feature/Setting: Call Event Webhook — detect calls transcribed as complaints; initiate auto-ticket logging and notification.
3.19. Monday.com
• Feature/Setting: Integration Flows — trigger complaint board item creation on defined external signals.
3.20. Google Forms
• Feature/Setting: Form Submission Trigger — capture customer complaints via web form, push parsed input to end-to-end workflow.
3.21. Trello
• Feature/Setting: Power-Ups and API — create cards for new complaints and assign to incident resolution lists.

Benefits

4.1. Reduces manual complaint handling and human error.
4.2. Ensures all complaints are tracked and prioritized for prompt resolution.
4.3. Enhances transparency with automated notifications for all stakeholders.
4.4. Enables data-driven insights into recurring issues and customer sentiment.
4.5. Improves customer retention and brand loyalty via responsive issue management.