4 Steps to Improving Your Organization’s Quality Control

Oct 29, 2019 3:03:04 PM / by Ashlyn Frassinelli posted in Complaint Management, Manufacturing

Every manufacturing organization prides itself on the quality of its products. Yet there’s always room for improvement: even the most meticulous organizations can stand to re-evaluate and refine their methods when it comes to quality control.

Interested in assessing your own organization’s level of quality? The following four steps can help you identify key areas of quality improvement at your organization and strengthen the quality of your output overall.

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A Better Way to Manage School Transportation Feedback

Sep 12, 2019 1:56:49 PM / by Ashlyn Frassinelli posted in Complaint Management, Issue Tracking

It’s that time of year again: the leaves are starting to change, the pools are closing, and children are getting back onto school buses to begin the new year. With over 49 million students attending public school in America, many of whom ride the bus to and from classes each day, providing a safe and secure method of transportation is essential.

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Three Things to Look for in Complaint Management Software

Sep 5, 2019 1:00:00 PM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions

You’re dedicated to giving your clients the best service possible, and that requires a simple and efficient way to collect feedback. Perhaps you’ve been relying on email to field comments up until now, but as your organization and customer base grows, you’ll soon find that using an inbox simply won’t cut it.

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Handling Customer Complaints in an Online Era

Jun 13, 2019 11:10:00 AM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support

When a customer has a complaint about your organization, picking up the phone or sending an email won’t always be their first move. It’s become more and more common for customers to go public when a problem occurs; social media and review sites like Yelp provide individuals with an enormous audience and can be used to put public pressure on organizations that haven’t been meeting expectations.

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Why Multichannel Support Is Key

Jun 11, 2019 11:29:00 AM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support, Help Desk

There’s no denying that we live in an online world. We may wake up and check our phones for emails and text messages, go to work and sit at a laptop all day, then relax with a tablet to read and browse the internet in the evening. With so many devices at our fingertips each day, information is becoming increasingly more mobile -- and companies have risen to the challenge of providing their products and services on every device imaginable, from the largest desktop computer to the smallest smartphone.

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5 Common Customer Complaints in Food Service

Apr 18, 2019 11:26:00 AM / by Ashlyn Frassinelli posted in Complaint Management

The average American dines out 5.9 times every week and spends $36.40 per meal, according to a 2018 report from Zagat. That’s over $200 a week spent on restaurant food and over $800 billion in annual restaurant sales.

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Crafting a Good Customer Feedback Survey

Feb 28, 2019 1:48:33 PM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support, Help Desk

In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.

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4 Tips for Managing Unhappy Customers

Feb 7, 2019 9:52:28 AM / by Ashlyn Frassinelli posted in Complaint Management, Customer Support

If you provide a service, sell a product, or otherwise interact with the public, it’s inevitable that someday you’ll be faced with an upset or angry customer. Maybe your product didn’t work the way that the customer wanted it to, or maybe an honest miscommunication turned their frustration into rage. Maybe they’re having a bad day and a hiccup with your company’s service was simply the last straw.

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How to Know When You’ve Outgrown Email for Customer Support

Jan 29, 2019 10:59:00 AM / by Ashlyn Frassinelli posted in Complaint Management, Customer Support

When your business is just getting started, using email to receive and respond to customer questions, concerns, and product issues makes sense. With a manageable number of clients and a small team, email inboxes are great (and free!) repositories for housing all of your correspondence with clients and dealing with matters of customer satisfaction. Folders and labels allow for simple organization, and most inboxes can hold thousands of messages that can be easily searched through by typing in keywords.

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Hospital Complaint and Process Management [Infographic]

Dec 12, 2018 12:34:58 PM / by Ashlyn Frassinelli posted in Complaint Management, Work Flow, Case Management, Process Management, Healthcare

Patient safety and comfort should be a hospital's top priority. When a patient has a negative experience at a hospital or needs to voice a concern about the quality of their care, it’s important to have a system in place for case management and timely responses. Using an effective hospital complaint software for streamlining processes and organizing complaints helps hospitals stay on top of their work, answer inquiries more quickly, and resolve more patient cases.

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