Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.
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Tag: Customer support
Phone Etiquette for Customer Service: Rules and Sample Phrases
Phone etiquette rules for customer service teams: greeting, listening, hold and transfer etiquette, handling angry callers and closing calls, with phrases.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
WhatsApp Click to Chat Link and QR Code: A Setup Guide
Create a WhatsApp click to chat link with wa.me, add a pre-filled message, turn it into a QR code and place it…
WhatsApp Green Tick: Verified Badge, Meta Verified and Trust
What the WhatsApp green tick and verified badge mean today, how they differ from business verification and display name, and how to…
Instagram DM for Business: Team Inbox, Automation and Rules
Handle Instagram DMs as a team: the 24-hour rule, a shared inbox with WhatsApp, chatbot greetings and handover, and a reply playbook…
Website Live Chat: When It Helps and How to Run It Well
How website live chat works, which pages need it, how to staff it, how a chatbot and WhatsApp fit in, and the…
WhatsApp Payment Reminders: Templates, Timing and Good Practice
Send invoice, fee, EMI and renewal reminders on WhatsApp: utility templates with sample text, a reminder sequence, API sending from billing, and…
AI Voice Agent Guardrails: Scope, Knowledge, Tools and Handover
The guardrails every AI voice agent needs before it takes real calls: a narrow scope, a controlled knowledge base, safe tools, handover…
How to Reduce Call Volume Without Pushing Customers Away
Reduce call volume by finding your call drivers, fixing causes, sending proactive WhatsApp updates, answering routine questions on chat and stopping repeat…