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Customer Complaint Management [Fixit Fast]
Author Name : Mrs. Amritha Sinha, Akash C, Manu H C, Tharun R, Venu Reddy
ABSTRACT A Customer Complaint Management System (CCMS) is a vital tool for businesses striving to deliver excellent customer service and maintain long-term loyalty. It simplifies the complaint-handling process by providing a centralized platform where customers can raise concerns through various channels like phone, email, web forms, or social media. This accessibility ensures convenience for customers and fosters a positive experience from the start.The CCMS automates workflows, categorizing and prioritizing complaints based on urgency and severity, and assigning them to the relevant departments. This reduces human errors, enhances efficiency, and ensures complaints are addressed promptly. Real-time tracking features allow customers and internal teams to monitor the progress of resolutions, promoting transparency and building trust. Integration with Customer Relationship Management (CRM) systems enables businesses to deliver personalized, context-aware support by providing service representatives with a complete view of customer interactions. Additionally, analytical tools in a CCMS generate reports and dashboards that help identify trends, recurring issues, and root causes. These insights enable businesses to improve products, services, and operational processes.Ultimately, a CCMS strengthens a company’s brand image by ensuring complaints are handled efficiently, fostering trust, and enhancing customer satisfaction. It is an essential investment for businesses seeking sustainable growth and loyalty.