A complaint handled well can build more loyalty than a visit that went perfectly. Handled poorly, or not at all, it impacts whether the customer comes back. Touchwork complaint management and service recovery software runs on XOP, so every complaint reaches the right person, gets resolved and feeds into lasting improvements.
When complaints come in through email, phone, social media and comment cards, they get lost between teams. XOP brings them into one place, assigns an owner, sets a deadline and keeps a full record of who did what and when.
Recover the experience before discharge or before a family escalates.
Replace a meal or make it right while the guest is still there.
Respond to students and families quickly and consistently.
Manage complaints across many locations and channels.
It brings complaints into one place, assigns an owner and a deadline, and keeps a record of who did what and when. Touchwork complaint management and service recovery software runs on XOP.
Service recovery is putting things right for a customer after something goes wrong, ideally while they are still there. A complaint handled well can build more loyalty than a visit that went perfectly.
Yes. Negative feedback and complaints turn into cases with XOP Resolve™, with owners, deadlines and escalation rules.
Yes. Follow up by text or email from the case, and show customers what changed with XOP Engage™.
Abda finds recurring causes across complaints so you can fix them at the source.
