Complaints Handling Policy and Procedure

Purpose:
To outline how customer complaints are handled to ensure timely, respectful, and effective resolution, as well as proper documentation for systemic improvements.

Official Channels for Complaint Submission

Customer complaints are only accepted through the following official channels:

• Ticketing System

• Slack Channels (designated support channels)

For detailed steps, see the "Documenting and Responding to Customer Complaints" document.

Complaint Handling Approach

All customer complaints are handled on a 1:1 basis with:

• Professional tone and empathy

• Clear understanding of the issue

• Thorough investigation to ensure accurate resolution

Complaint Types & Procedures

1. Complaints

These are customer-reported issues that require investigation and resolution. Each complaint must follow the standard information-gathering procedure before it can be documented and processed.

Required Information:

• Workspace ID

• Agent ID

• Call ID (if the issue is related to a specific call)

• Action ID (if the issue is related to a specific action)

• Supporting Material (e.g., screenshots, video, or documentation of the error)

2. Bugs

Bugs are a sub-category of complaints. Once validated, they are logged as bug reports and immediately escalated to the appropriate internal teams.

• The same data requirements as complaints apply.

• Bug reports are documented, categorized, and tracked for resolution.

3. Feature Requests

Feature requests follow a similar intake process as complaints and bugs.

• Must include relevant contextual information and supporting material.

• Documented and submitted to the product or engineering teams for review.

Response Times by Plan Tier

Unofficial Channels

The following are not monitored and may experience delayed or no response:

• Slack DMs or direct emails

• LinkedIn or social media

• Any other informal communication methods