We rolled out our complaint resolution tool to the team at the start of 2021. The team can now issue compensation vouchers to customers instantly, via email print links. The consumer receives electronic coupons which they can then print at home and use in the store of their choice. The client knows when the consumer has printed the voucher and each has a unique code which is captured when redeemed, giving the client complete usage data.
Our client is delighted with the new service – beyond answering the brief to enable the team to work remotely the service allows the team to react to consumers faster and to get performance data to monitor engagement. They can now compensate the consumer in under a minute, improving customer recovery and satisfaction.