Guides / Handle a customer complaint
How to handle a customer complaint with an agent.
A complaint handled fast and fairly keeps a customer. Here is the flow in SOIS, and the request that has your agent gather the facts and draft the response.
The flow
Four steps, the way a person would do it in SOIS.
Pull the history
Gather the customer’s orders, invoices, and past messages in one view.
Understand the issue
Summarise what went wrong and what a fair resolution looks like.
Draft the response
Write a clear, empathetic reply with the proposed fix.
Log and escalate
Record the case and flag it for you if it needs a judgement call.
Or just ask
One request, done.
You do not have to run the steps. Tell the agent you already use, and it does the work across your workspace.
via your agent
Pull everything on this customer’s complaint, summarise what happened, draft a fair reply, and log the case.
Done. A complete picture of the issue, a fair response ready to send, the case on record, and only the hard calls on your desk.
Explore the capability: Apps
Try it on your own workspace.
Launch for free, connect your agent, and pay only for what it does.