Reporting, Alert, and Assessment Services

ConsolidatedComplaints offers several services to help you know, understand, evaluate, and respond to customer service issues being publicized about your company on the internet.

Depending on your company's requirements and the depth & breadth of the the complaints found, you may use one or a combination of services to bring your customer service in line with your corporate goals and operational needs.

Standard Reporting

To generate these reports, we start by using our "crawlers" to locate the complaints leveled towards your company for the previous three months.  The complaints could be anywhere on the Internet: Blogs, complaint sites, social networks, YouTube, and more.  These findings are split into customer service plus other general complaint categories as appropriate for the findings (for example, legal/ethical; benefit/policy; employee dissatisfaction, etc.). 

Next, we quantitatively analyze the customer service complaints.  We categorize them by type, such as missed commitments, receiving incorrect or inconsistent information, unjustified fees, and more.  Even though these are standard reports, the categories are developed in terms of relevance for the nature of the complaints found and your particular type of business.  You'll see the percentage breakdown that comprise the totals of your customer service complaints by these categories.

The next step is a qualitative analysis which turns the pure data elements into actionable information.  We examine each particular complaint's detail and, using our skills and experience that have been honed in the customer service marketplace over the last 20 years, we isolate: 

Likely operational impact caused by, and in association with, these types of complaints

Probable operational or technological causes leading to the complaints found on the Internet.

Finally, we present you with an estimate of the higher-than-needed costs you are paying each month as a result of those operational and technological issues at the root cause of the customer service complaints.

To download a sample of a standard report, click on the following link and you'll be transferred to a registration form. Once the form is completed, you will be directed to the link to download our report:  Register to Download A Sample Report

Custom Reporting

Obviously, the more tailored any report is to your specific operation, the more useful and valuable they are to your company.  That tailoring, which also requires expanded information from your company, can only be performed as the result of an interactive, consultative discussion with you and your staff.  As a result of that collaboration, we will:  Determine the goals of the reports, design a format for the information (including the information we obtain from the Internet plus the additional detail obtained from our discussions), and agree on the qualitative deliverables needed to achieve your specific goals.

Customized Alerts

To function at a world-class level, customer service requires information.  Periodic reports are a major factor in providing that information.  Yet, just as a call center utilizes both historic and real-time measurements, customer service can benefit greatly from immediate feedback of unforeseen issues.  A time advantage can enable your preventing a simple mistake from turning into a service nightmare. 

ConsolidatedComplaints can help you identify the types of operational- and reputation-impacting complaints of which you should be notified immediately.  The source of these complaints can be expanded beyond the Internet to any available customer feedback and measurement mechanisms. When a predetermined qualitative issue is identified or specific metric is out of scope, your management and executive staff can be notified, anytime, anywhere to address and control the situation.  Working with our partner, Piercetech, we can integrate your customer-facing technology to assure appropriate personnel are notified under the correct circumstances, enabling you to provide true "Customer Care Everywhere".

Detailed Assessment Services

Customer service is an enterprise-wide undertaking.  Addressing all of its issues and opportunities requires evaluation of many operational and technological underpinnings as well as customer opinions and current satisfaction levels.  Again, working with our partner, Piercetech, we can perform complete customer service and operational assessments.  Assessments of this nature are truly enterprise-impacting, assist customer service centers in expanding from service to sales orientation, and typically have an ROI of under ten months.  Please contact us to discuss how your organization could benefit from one of these in-depth assessments.