Customer Request, Complaint and After-Sales Service Management
Record customer issues, direct them to the right team, and transform them into corporate knowledge that will reduce recurrence.
Customer requests can include product inquiries, delivery issues, technical support, warranty claims, installation requests, missing parts, or complaints. Each request must be associated with an order, product, serial number, delivery, or customer account, and the resolution process must be tracked.
After-sales service should not be run independently of the e-commerce channel. Customers should be able to open service requests, attach documents and images, and track appointment and resolution status from their digital account.
Demand classification
Product information or usage question
Order and payment problem
Shipping and delivery complaint
Missing, incorrect, or damaged products
Warranty and technical service request
Installation or appointment request
Invoice and document request
General complaints and suggestions
Service process
Customer and transaction verification
Requests are recorded according to category, importance, and priority.
Attaching the relevant product, order, and evidence.
Directed to the responsible team or service point.
Scheduling appointments, parts, replacements, or technical inspections.
Interim status updates to the customer
Solution and customer acceptance
Reason for closure and root cause analysis.
Knowledge base and self-service
Frequently asked questions, user manuals, troubleshooting steps, and maintenance content can be presented to the customer in conjunction with the product. Self-service content should facilitate customer access to support and should not hinder the transition to human support.
Root cause and treatment
Product quality or description error.
Packaging and transportation problem
Incorrect stock or order fulfillment.
Delivery service level
Lack of user knowledge
Process or system error
Recurring supplier or carrier problem
Instead of closing each customer request as a standalone issue, connect it to a relevant process and transform it into a product, process, and service improvement that will reduce its recurrence.