Passenger Experience & Customer ServicePurpose of Customer Complaint Escalation and Tracking Automation
1.2. Automates assignment of complaints to appropriate departments based on severity, urgency, and complaint type.
1.3. Maintains automated logs of complaint status, escalations, resolutions, responsible staff, and deadlines.
1.4. Sends automated notifications to passengers about complaint status changes, SLA updates, and final outcomes.
1.5. Facilitates automated data-driven analysis by collecting feedback post-resolution and enabling continuous process improvement.
Trigger Conditions
2.2. Triggers on keywords: “urgent”, “delayed”, “lost property”, “unresolved”.
2.3. Internal staff raising flags for unresponsive cases after defined timeouts, automating escalation.
2.4. Automated triggers on missing status updates within Service Level Agreement periods.
Platform Variants
• Feature: Ticket creation API. Sample: Configure triggers to auto-escalate tickets with high severity tags.
3.2. Salesforce Service Cloud
• Feature: Case auto-assignment rules. Sample: Automate customized escalation flows.
3.3. Freshdesk
• Feature: Automations > Ticket Escalation Rules. Sample: Escalate unresolved cases after 24h.
3.4. Twilio SMS
• Function: Notify passengers via programmable SMS API. Sample: Automatedly send complaint updates using outbound SMS triggers on status changes.
3.5. Microsoft Power Automate
• Feature: Workflow automation. Sample: Connect SharePoint forms to task escalations and automated notifications.
3.6. ServiceNow
• Function: Orchestration workflows. Sample: Auto-assign escalated tickets based on airline or terminal.
3.7. Jira Service Management
• Feature: Automation rules. Sample: Auto-assign critical complaints to senior staff.
3.8. IBM Watson Assistant
• Function: Automates chat-based complaint logging and follows up for feedback collection.
3.9. Genesys Cloud
• Feature: Integrate IVR flows to automate escalation on call for complaint.
3.10. Slack
• Function: Slackbot API triggers for automated notifications to department channels on new escalated tickets.
3.11. Google Forms
• Feature: Integrate Forms API to automatically submit complaints to tracking systems.
3.12. SendGrid
• Function: Automated email updates using Transactional Mail API when complaint moves to new status.
3.13. Intercom
• Feature: Inbox automation. Sample: Tag and route complaints via automation rules.
3.14. Monday.com
• Feature: Custom automations. Sample: Assign complaints and set reminders for pending items.
3.15. Trello
• Power-Up: Card automation for moving, assigning escalated complaints.
3.16. HubSpot Service Hub
• Feature: Ticket pipeline automation. Sample: Automate movement and escalation of complaint tickets.
3.17. Zoho Desk
• Feature: SLA escalations. Sample: Set up rules for alerting after breach of resolution time.
3.18. Asana
• Feature: Rule-based automation. Sample: Reassign unresolved tasks to managers automatically.
3.19. Airtable
• Feature: Automate record updates for complaint statuses using Airtable Automations.
3.20. Microsoft Teams
• Feature: Incoming webhooks and Power Automate connectors for complaint updates and alerting through Teams channels.
Benefits
4.2. Automated escalation ensures timely response, meeting SLA targets and regulatory compliance.
4.3. Reduces manual tracking and human error with automation of status updates, reminders, and reporting.
4.4. Automator enables cross-platform visibility, consolidating data for management and data-driven improvements.
4.5. Supports automatable analytics, identifying trends and bottlenecks in real-time for continuous optimization.
4.6. Enables automated feedback collection and closure communication, elevating service recovery efforts and customer trust.