Purpose
1. Automate uninterrupted tracking and escalation of unresolved customer complaints across all service stages at Chevrolet dealers.
2. Automate real-time alerts, ticket reassignment, and multi-level management notification for complaints without satisfactory closure.
3. Automate record updates, escalate records via omni-channel communication, and trigger compliance reports for unresolved cases.
4. Automate digital logs for every escalation stage, ensuring no complaint is lost or mishandled.
5. Automate integration with HR or compliance systems to trigger further actions for unresolved or increasing volumes of issues.
Trigger Conditions
1. Complaint marked “unresolved” after predefined response time.
2. Escalation keyword detected in agent/customer communication.
3. SLA breach time-lapse on open tickets.
4. Customer survey or follow-up indicates issue persists after a response.
Platform Variants
1. Twilio SMS
• Feature/Setting: Automate programmable SMS API to notify managers; configure webhook for unresolved ticket triggers.
2. Zendesk
• Feature/Setting: Use Automations and Triggers; auto-assign unresolved complaints and escalate via internal notification API.
3. ServiceNow
• Feature/Setting: Automator flow for escalations; configure SLA breach workflows and notifications.
4. Freshdesk
• Feature/Setting: Automate Supervisor Rules to escalate overdue complaints, notify levels automatically.
5. Salesforce Service Cloud
• Feature/Setting: Process Builder/Flow to auto-escalate “open” cases breaching SLA; configure Assignment Rules and Email Alerts.
6. Microsoft Power Automate
• Feature/Setting: Automate scheduled checks on complaint records, trigger escalation flows via adaptive cards in Teams.
7. Slack
• Feature/Setting: Automate alerts to escalation channels using workflow builder and incoming webhooks.
8. Jira Service Management
• Feature/Setting: Automation rules to auto-link unresolved tickets to escalation queue, trigger comment/alert.
9. HubSpot Service Hub
• Feature/Setting: Automate ticket pipeline with escalation properties; workflows to alert upper management upon breach.
10. Google Workspace
• Feature/Setting: Automate escalation email series via Gmail API; auto-calendar events when complaint needs urgent review.
11. Monday.com
• Feature/Setting: Automator integration for status change (“Stuck” triggers escalation board notification).
12. Intercom
• Feature/Setting: Automate escalation conversation tags, send targeted escalation messages via Intercom API.
13. Zoho CRM
• Feature/Setting: Automate Workflow/Rules to create escalated task for unresolved tickets; trigger escalation email via Zoho Mail.
14. Asana
• Feature/Setting: Automate escalation task in project/board using custom rules on overdue items.
15. Pipedrive
• Feature/Setting: Automate Activities for complaint follow-ups and escalation stages via workflow automator.
16. Trello
• Feature/Setting: Automate escalation card moves to “Urgent” list upon SLA breach using Butler rules.
17. Telegram
• Feature/Setting: Automate escalation alerts to management via Bot API message on prescription triggers.
18. Mailgun
• Feature/Setting: Automate escalation notification campaigns for open complaints using scheduled API send.
19. Airtable
• Feature/Setting: Automator blocks for updating escalation status, trigger notification on overdue records.
20. GSuite Chat
• Feature/Setting: Automate escalation bot messages using incoming webhook and trigger on record condition.
21. SAP Service Cloud
• Feature/Setting: Automate service escalation using workflow rules, notification triggers on unresolved status.
22. AWS SNS
• Feature/Setting: Automate escalation push notifications to supervisor mobile devices on SLA or keyword triggers.
Benefits
1. Automated escalation ensures no complaint is unmanaged beyond SLA.
2. Automates real-time management visibility for persistent customer issues.
3. Automator reduces manual tracking, saving staff time.
4. Automated process enhances compliance and customer trust.
5. Automate audit trails for reviewing response quality and timeliness.
6. Automates repetitive notifications, keeping every stakeholder informed.
7. Automation scales easily as dealer networks grow, handling larger complaint volumes without manual bottlenecks.
Customer Service and Communication Automation