Complaint spotting and escalation
Complaints sorted in a day, not a week. The unhappy customer is spotted the day they say so, and the manager gets the whole story and a draft reply.
Hours back
2
hours a week back, typically
How it runs
What we build, step by step.
This is the usual shape. Yours gets built around how your team actually does the job.
- 01
Every message read for tone
Emails, texts and chat messages are checked for frustration, repeat problems, and words like refund, cancel or never again.
- 02
History pulled together
The customer's recent jobs, callbacks, invoices and earlier messages are gathered into one short summary.
- 03
Manager alerted the same day
The summary goes to whoever handles complaints, with how serious it looks and what the customer is asking for.
- 04
A drafted reply to edit
A calm, specific reply that deals with the actual problem, ready for the manager to change and send. It never offers money or admits fault on its own.
- 05
Follow-up tracked to the end
Open complaints stay on a list until someone marks them resolved, and a check-in goes out a week later if you want one.
Shown with software we see a lot. If your team uses something else, we build it into that instead.
Built for your business
Same job, different business. We build yours.
Two firms in the same trade rarely run a job the same way. Different software, different steps, different people signing off. We build it for your business, around how your team actually does the job.
Your steps
Built around the order your team already works in, odd exceptions included.
Your software
Runs inside the tools you already pay for, set up the way you use them.
Your rules
Your wording, your limits, your sign-offs. Nothing generic goes out in your name.
You sign off
Your team keeps the final say.
A person writes or approves every complaint reply. We find the complaint, pull the history together and draft. Nothing goes to an upset customer on its own.
What it's worth
What those hours add up to.
2 hours a week, over 46 working weeks, is 92 hours a year. At $50 an hour, that’s
$4,600
back in the business, every year.
Typical, not promised.
Before and after
The job, before and after.
How it runs today
Complaints rarely arrive labelled. They're a sharp line at the end of an invoice query, or a second "just checking" message about a job that went wrong. Whoever reads it is busy, so it gets a polite reply and nothing changes. You find out from a review.
What we build
- Every message read for tone
- History pulled together
- Manager alerted the same day
- A drafted reply to edit
- Follow-up tracked to the end
A month in
Complaints handled in a day instead of a week, fewer of them end up as public reviews, and you can see every open one on a single list.
Watch the pattern, not one bad email
One short reply doesn't mean a customer is angry. A customer who's had two callbacks on the same job and now writes in a different tone probably is. We look at the pattern across messages and jobs, which is what a good office manager does when they've got time.
FAQ
Does it read our online reviews too?
Yes, where the review site allows it. A bad online review gets matched to the customer's job, so the manager replies knowing what happened.
Will it flag every grumpy email?
Not after the first few weeks. During the supervised period you mark which complaint flags were real, and the threshold is adjusted to match your judgement.
More for customer service
See them all →Next step
Bring this one to a free live build.
Thirty minutes on complaint spotting and escalation. We build its elf with you, live, and you keep it.