Complaint resolution notifications

Purpose

1.1. Automate the process of notifying customers about the status, resolution, or any update regarding their gambling-related complaints, ensuring fast, consistent, and professional communication.
1.2. Automates the escalation of unresolved complaints while simultaneously providing real-time status updates to both support staff and complainants.
1.3. Ensures compliance with industry regulations by automating notification logs and maintaining auditable communication records for each complaint.
1.4. Delivers notifications via multiple channels, providing a seamless, automated customer experience and improving retention rates.
1.5. Automates feedback collection post-resolution to evaluate customer satisfaction and optimize support processes.

Trigger Conditions

2.1. New complaint submitted via web form, email, or phone system.
2.2. Change in complaint status within ticketing or CRM system (e.g., assigned, in progress, escalated, resolved, closed).
2.3. Addition of agent notes or customer responses.
2.4. SLA thresholds or deadlines approaching or surpassed, automating escalation flows.
2.5. Complaint marked as resolved, triggering follow-up or satisfaction survey automation.

Platform Variants

3.1. Twilio SMS
• Feature: Use Programmable Messaging API; configure Webhook trigger & custom SMS template for complaint updates.
3.2. SendGrid
• Feature: Email API; automate email triggers on ticket status changes using dynamic templates.
3.3. Zendesk
• Feature: Triggers & Automations; set condition-based automated notifications on ticket fields.
3.4. Salesforce Service Cloud
• Feature: Workflow Rules/API; automate outbound notifications & case status updates.
3.5. Freshdesk
• Feature: Automations (Observer, Supervisor); automates notifications upon ticket status/actions.
3.6. Microsoft Teams
• Feature: Incoming Webhooks; automate complaint update notifications to support channels.
3.7. Slack
• Feature: Incoming Webhooks/Slack API; automate message posting in channels for escalations and resolutions.
3.8. HubSpot Service Hub
• Feature: Ticket Pipelines & Automation; automates email updates & SLA reminders.
3.9. Mailgun
• Feature: API; automate programmable complaint resolution emails with custom tracking.
3.10. Google Workspace (Gmail)
• Feature: Apps Script automation; auto-email updates for complaints using filter triggers.
3.11. Intercom
• Feature: Automated Messaging; automates in-app or email notifications based on ticket stage.
3.12. WhatsApp Business API
• Feature: Automated Messaging Trigger; automate notifications on complaint updates over WhatsApp.
3.13. ServiceNow
• Feature: Workflow Designer; automate resolution email/SMS using notification flows.
3.14. Zoho Desk
• Feature: Workflow Rules; automates complaint notifications at every action.
3.15. Jira Service Management
• Feature: Automation Rules; send automated status updates or escalation emails.
3.16. Microsoft Power Automate
• Feature: Automated Flows; connect trigger events in CRM to email/SMS notification tasks.
3.17. ClickSend
• Feature: SMS API; automated SMS complaints status updates via API & logic app.
3.18. Amazon SNS
• Feature: Topic Subscriptions; automate multi-channel notifications for complaints.
3.19. Aircall
• Feature: Webhooks/API; automates voice call notifications or triggers for urgent scenarios.
3.20. Telegram Bot API
• Feature: Messaging Bot; automate instant complaint update notifications.
3.21. Pipedrive
• Feature: Workflow Automation; complaint status auto-notification based on deal/ticket changes.
3.22. Monday.com
• Feature: Automations; update contacts via automated emails or notifications on complaint changes.
3.23. ivrtech
• Feature: Automated Voice IVR; automate voice notifications for complaint status resolution.
3.24. Genesys Cloud
• Feature: Workflow Automation; notify customers via SMS/email on ticket transitions.

Benefits

4.1. Automates repetitive manual notification tasks, freeing support resources.
4.2. Reduces response and resolution times with instant, automated alerts.
4.3. Delivers omni-channel automated updates, improving customer engagement and trust.
4.4. Minimizes human error and ensures consistent, auditable communication.
4.5. Enhances retention by automatedly closing the complaint loop and gathering feedback.
4.6. Allows for automated reporting and SLA compliance tracking, supporting business analytics.
4.7. Scales effortlessly, as automation increases without increasing labor costs.