Case Management Solution helps orchestrators to demonstrate to their customers’ feedback is important, by resolving their issues in a systematic and timely manner. Employees can create tickets to follow up on customer feedback actions along an case workflow that is customizable based on each client’s requirements.
The case management workflow can be configured to trigger email notifications when cases are moved through each stage. The case stages and fields are customizable based on client company preferences, and their employees can assign, escalate, change status, log comments and mark the resolution of each case.
Case Management Solution features a unique “case journeys with emotion overlays” capability that enables managers to monitor the case resolution progress and resolution satisfaction. Both the internal teams’ and customers’ emotions can be captured for emotion gap analysis of case resolutions. This helps our clients continuously improve, leading to delighted customers.
To manage reported cases, please refer this article >> Case Management
To view case report, please refer this article >> Case Reports