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AnalyticsDriven Customer Complaint Management System dissertation submitted for the Degree of Master of Information TechnologyName: C. D Munasinghe University of Colombo School of Computing 2019Abstract
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How to fill out analytics-driven customer complaint management

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How to fill out analytics-driven customer complaint management

01
Collect and analyze customer complaint data from various sources such as emails, phone calls, and social media.
02
Use analytics tools to identify trends and patterns in customer complaints.
03
Create a structured system for categorizing complaints based on severity, type, and frequency.
04
Develop key performance indicators (KPIs) to measure the effectiveness of complaint management processes.
05
Implement a feedback loop to continuously improve complaint resolution processes based on analytics insights.

Who needs analytics-driven customer complaint management?

01
Businesses looking to improve customer satisfaction and loyalty.
02
Companies with a high volume of customer complaints across different channels.
03
Organizations seeking to proactively address and resolve customer issues before they escalate.
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Analytics-driven customer complaint management refers to a systematic approach that utilizes data analytics to identify, analyze, and address customer complaints efficiently and effectively, ensuring improved customer satisfaction and operational performance.
Entities that handle customer interactions, such as businesses and service providers, are typically required to file analytics-driven customer complaint management reports to ensure compliance and address customer feedback.
To fill out analytics-driven customer complaint management, organizations should gather relevant data on customer complaints, analyze trends, provide actionable insights, and populate the required fields in the designated reporting format or system.
The purpose of analytics-driven customer complaint management is to enhance organizational responsiveness to customer issues, improve service quality, reduce complaint resolution time, and ultimately foster customer loyalty.
Information that must be reported includes the nature of complaints, resolution status, time taken for resolution, customer feedback, and any actions taken to prevent future complaints.
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