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Customer complaints are valuable sources of feedback that can help you improve your products, services and processes. But how do you know which complaints are related to which touchpoints in the customer journey? And how do you use that information […]

Complaint management is an important capability for any organization looking to improve customer satisfaction, loyalty and retention. However, it is also a dynamic and constantly evolving field that requires continuous adaptation to new trends and technologies. In this article, we’ll […]

Complaint management software can help you handle customer feedback, resolve issues, and improve the quality of your customer service. But how do you integrate it with your existing CRM system so you can access and analyze all customer data in […]

When a customer complains, you want to solve the problem and restore their trust in your brand. But how can you apologize without damaging your reputation or admitting fault? In this article, you’ll learn how to balance apologizing to customers […]