Blog wolkvox, Transform claims management into a customer experience

Transform claims management into a customer experience

When a company decides to have a presence on different platforms to increase its brand exposure and establish open two-way conversations with the public, it must consider that among its interactions may come requests, complaints, claims, and suggestions. Manage these messages properly to avoid that they can end in crisis, dissatisfied customers who will tell everyone about the bad service they have received, or even fines for not responding on time.

The default wolkvox CRM module is a tool to optimize case management, allowing visualizing weak points in customer service. It is an instrument for the evaluation and constant improvement of the products because through customized reports with cross information from different modules, it is possible to identify, for example, which product has more complaints and in which specific regions.

Classification of claims

The disciplined reception of cases received by a business from platforms such as Facebook, Instagram, WhatsApp, chat web, email, among others, will allow you to manage better and increase your PQRS resolution rates. From wolkvox CRM, it is easy to classify the requests because our platform automatically numbers each case and allows each of these parameterizations.

An agile classification of cases will optimize resolution times, so it is essential to establish which case distribution strategy is best for each operation; from wolkvox CRM, it is possible to determine whether the distribution is done round-robin uniformly or by workload.

Request management

Responding to cases as quickly as possible, taking into account each country's regulations, is essential, which is why it is necessary to properly configure the opening hours of companies that do not provide 24/7 service, because according to the priority, the company must establish resolution time criteria.

Also, maintaining proper treatment with customers, moderating language, and keeping customers informed are recommended practices for good case management, mostly when they complain or claim. Our CRM can alert through API a customer on the evolution of requests or suggestions.

The native integration of our CRM with the Contact Center application allows the automation of processes based on events to optimize agent time. For example, when closing a case, the agent would only select the option to close. Without an agent's effort, a client will receive a call to summarize the subject and the solution through TTS.

In conclusion, it is vital to keep in mind that enabling channels to interact with customers is essential. Still, it is necessary to properly manage each type of message to turn customer service into an experience that conveys your brand's values.