The smart route to effective complaint handling to achieve better outcomes

Introduction to Customer First

Take your customer experience around complaints to the next level with Customer First from Resolver. Create a clear, effective complaint process for you and your customer which captures the key facts pertinent to the issue, deflect unnecessary complaints and bring about more effective resolution outcomes.

  • Provide an informed approach to complaint submission to generate higher NPS and CSAT scores upon reaching resolution.

  • Diffuse the emotion around the complaint through structured complaint templates and transparent next steps.

  • Link directly with your CRM via the Resolver case API.

What are the advantages of the Customer First path?

Independent, trusted channel

Resolver is a platform trusted by consumers and businesses alike. Because we’re completely independent, we’re in a unique position to champion better outcomes for everyone. Resolver is a hallmark of trust, and consumers who receive a resolution through our channel score higher on NPS and CSAT than when they have raised their complaints directly to the company itself.

Complaint psychology expertise

Whilst we’re not psychologists, we can help frame people to complain in a better way and to steer their focus towards getting a resolution to their issue and not just on pursuing extra cash or seeking vengeance - but on working towards a realistic solution, helping to ensure similar problems don’t happen again.

Manage customer expectations

Our informative and easy-to-use channel helps to manage your customer’s expectations at the start of the complaint journey. By proactively intervening in the customer complaint journey at this early stage with the correct information outlining their rights and the expected timeframes you can help generate higher levels of NPS and CSAT upon reaching resolution.

Improved categorisation & routing

We can help drastically improve the speed, efficiency and costs associated with managing in-bound complaints. Categorising complaints can typically be a time-consuming drain on resources. Through Resolver, you can easily categorise and correctly route complaints to best suit your business model. We make complaint handling simple and easy to manage.

Deflect inappropriate complaints

Inappropriate complaints are typically received when customers aren’t aware of their rights. The admin in dealing with these issues can be a burden upon your complaint handling team. We can help deflect these issues and save you time and money. Our Resolver complaints channel takes the customer through an informed process that advises them of their rights and manages their expectations from the very start.

Intelligence around complaints

Dealing with complaints well is key to customer retention and satisfaction. Resolver can provide you with the intelligence to help you capture the key information around their issues succinctly and with clarity. Complaints received through the Resolver channel benefit from our Intelligent email service through which key words are assessed around sentiment and vulnerability, quickly informing you of high priority issues.

The Customer First Components

Landing Pages

Landing Pages

Your landing page is where the complaint resolution process begins for your customer. This can be delivered for you either as a standard platform or customised to your business needs. The benefits of this approach is a more engaged customer and an opportunity to emphasise any key messaging. This emphasis on your brand combined with personal engagement reinforces your willingness to be visible and keen to resolve your customers’ issues.

Customised Rights Guides

Customised Rights Guides

It’s important for your customers to understand their rights at the start of the complaint process, and we work with you to build a customised rights guide tailored to your services. By helping customers to understand their rights and the anticipated time frames involved with their issue, you can help deflect unnecessary complaints and set realistic expectations around valid complaints. This in turn supports an overall increase in the NPS and CSAT at the end of the resolution process.

Industry Customised Submission Form & Flow

Industry Customised Submission Form & Flow

Resolver takes the strain out of complaining for the consumer and allows the complaint information to be easily received by the business. Our industry- level customised form provides a quick, clear and easy route to submitting a complaint. The consumer provides the key summary information which in turn is transformed into a well-crafted complaint email. This is then sent to the correct department within your business.

Intelligent Email

Intelligent Email

We know that your customers’ well-being is of the utmost importance to you. Our intelligent email helps you to improve time management and efficiency in dealing with complaints, helps you to understand issues complicated by vulnerabilities and those cases which are likely to escalate. The intelligent email also provides a top-level summary of the complaint, transforming a potentially long message into a clear, succinct summary of the key points across a few lines.

Auto-Categorisation

Auto-Categorisation

When a customer wants to submit a complaint, Resolver provides the correct categories for them to choose from. This eases the complaint journey for both the business and the customer whilst helping to provide data based on the complaint issue for intelligence and reporting.

Auto-Routing

Auto-Routing

Having multiple complaint categories often requires different teams within your business to receive complaints. When these are sent to the wrong department it can delay the resolution process and impact efficiency. Through our auto-triage process, we auto-route complaints to the correct parts of your business by configuring the pathways for an efficient delivery.

Self-Solve

Self-Solve

Resolver supports businesses through the life cycle of a complaint by empowering their customers to manage their own complaint cases and take charge of the next steps, reducing the burden on the business. Customers can choose at the appointed times whether to escalate further along their complaint journey or whether to close their case having received an informed resolution outcome.

Embedded Widget

Embedded Widget

The embedded Resolver widget on your website is a hallmark of trust and transparency and provides an efficient route through to the business landing page to commence the complaint process. Widgets are available in standard Resolver branded format or than can be customised to reflect your branding.

Integration

Integration

Complaints can often be complex enough without having further issues with how the data is received and processed. Our API integration enables you to link your complaint data directly to your CRM.

Chat Bot

Chat Bot

Our new chat bot will help to automate complaints and quires coming through to your website. The bot will benefit from intuitive machine learning and can help auto-triage issues as they arise. It can capture data and provide the customer with the relevant information they seek. Our chat bot can help deflect unnecessary complaints, relieve the strain on your customer services teams and capture key feedback and complaint data directly from your customers themselves.

The Customer First Journey

Customer First creates a simple yet effective complaint resolution path for both you and your customer.
It helps to remove uncertainty and tension for the customer, paving the way for a more positive outcome.

1
Embedded widget

Embedded widget

Customer First creates a simple yet effective complaint resolution path for both you and your customer. It helps to remove uncertainty and tension for the customer, paving the way for a more positive outcome.

2
Landing Page

Landing Page

Your landing page is where the complaint resolution process can begin for your customer.

3
Consumer rights

Consumer rights

Your customer is advised of their rights in the submission flow.

4
Case deflection

Case deflection

15-12% of consumers will determine not to raise a case with an organisation after they have reviewed their consumer rights.

5
Helps to prepare an email

Helps to prepare an email

After adding the specific details for their case, a customised template creates the email.

6
Intelligent email

Intelligent email

An automated assessment of the consumer’s email will quickly highlight the consumer’s sentiment – e.g. – angry and any vulnerability relating to health or financial issues.

7
API integration

API integration

Alternatively, you can use our API integration to capture the complaint data and send it directly to your CRM system.

8
Creates a case file

Creates a case file

A case file is created with all of the details regarding the issue.

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Self-solve

Self-solve

An intelligent system that empowers the consumer with appropriate options pertaining to their case as the next step to resolution.

Sectors we work with

If your sector isn't shown above, then not to fear, Resolver can help businesses that operate across a wide variety of sectors, Speak to us to see how we could help you.

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Benefits we bring

Building Customer Trust

Resolver can help grow customer trust and increase loyalty through detailed insights and improved processes

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Reducing Costs

Decrease costs & improve efficiency in complaint handling

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Increase Customer Retention

Resolver's analytic tools can help increase customer retention through detailed comparative analytics

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Comparative Analytics

Gain a better understanding of your rivals and the entire market

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Auto Categorisation Of Complaints

Improve complaint categorisation for a better understanding of issues

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Regulatory Issues

Avoid risks associated with complaints and comply to the highest standards

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Early Warnings & Escalations

Take a proactive approach by identifying areas of concern before they cause issues

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Client Success

Our email complaints reduced by 43% and we can do so much that we’ve never been able to do before. Now we are able to see everything, right down to touch-points per complaint type, satisfaction ratings at every step of the journey, average response time and so on…

Steve Cairns

Senior Manager for Complaints and Policy at Three

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I’d recommend Resolver to any business that wants to build its customer trust and customer service.

Andy Eadle

Head of Customer Service Shell Energy

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Resolver Customer First Brochure

Download the Customer First brochure to learn about how you can improve the way you deal with customer complaints

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