Complaint tracking and resolution automation

Purpose

1.1. Enable seamless intake, tracking, assignment, and resolution of customer complaints specific to animal cafes.
1.2. Capture complaints from multiple digital channels ensuring timely and organized response.
1.3. Automate updates to customers, alert staff, log interactions, and close the feedback loop with measurable outcomes.
1.4. Provide management with complaint analytics and recurring issue trends to improve customer experience.
1.5. Ensure regulatory compliance for food safety and animal welfare by automatic escalation of priority complaints.

Trigger Conditions

2.1. Customer submits a complaint via website, SMS, WhatsApp, or in-cafe kiosk.
2.2. Email received with keywords such as "complaint", "issue", "unhappy" regarding café experience or animal care.
2.3. Social media mention detected for café with negative sentiment.
2.4. Staff enters a complaint through internal dashboard.
2.5. Low review or rating recorded on platforms like Google Reviews or Yelp.

Platform variants

3.1. Zendesk
• API: Create Ticket — configure webhook to auto-log new complaint entries.
3.2. Salesforce Service Cloud
• Case Management API: Auto-create and categorize cases by channel with assignment rules.
3.3. Intercom
• Conversations Endpoint: Capture and tag support messages as complaints.
3.4. Freshdesk
• Ticket Creation API: Auto-generate ticket on new complaint trigger.
3.5. Zoho Desk
• REST API: Add ticket and automate status change on staff comment.
3.6. ServiceNow
• Table API: Incident table auto-entry setup for complaint workflow.
3.7. Twilio SMS
• Messaging Webhook: Listen for complaint keywords and forward to support system.
3.8. SendGrid
• Inbound Parse: Email parsing to detect complaint terms; auto-forward to CRM.
3.9. Microsoft Power Automate
• Automated Flow: Detect negative reviews or support emails, log, and alert team.
3.10. Google Forms
• OnFormSubmit trigger: Push new submissions as complaint records to CRM.
3.11. Slack
• Incoming Webhooks: Post complaints to #support and initiate direct assignment.
3.12. HubSpot Service Hub
• Tickets API: Create ticket with complaint type and urgency tag.
3.13. Monday.com
• Boards API: New complaint item creation with automated status updates.
3.14. Asana
• Tasks API: Log and assign complaint to resolution team.
3.15. Trello
• Cards API: Auto-add complaint cards to ‘Open Issues’ board.
3.16. Google Sheets
• Apps Script: Auto-append new complaints; trigger notifications and analytics update.
3.17. Facebook Messenger
• Webhooks: Listen for complaint content, route messages via bot to CRM.
3.18. WhatsApp Business API
• Message Webhook: Capture and escalate complaints to human agent.
3.19. Yelp Business API
• Reviews Webhook: Detect new low rating/review, create support ticket.
3.20. Sprout Social
• Listening API: Monitor for negative sentiment, escalate flagged mentions.

Benefits

4.1. Real-time capture and consistent logging of all customer complaints across channels.
4.2. Drastically reduced response and resolution times; no complaint goes unnoticed.
4.3. Increased transparency and accountability for café staff and management.
4.4. Trends and analytics empower targeted operational improvements in pet care and food safety.
4.5. Greater compliance with food & beverage and animal welfare regulations through automated escalation.
4.6. Better customer loyalty due to clear, prompt communication and closure on every issue.