Solutions

Customer Inquiries and Complaints

Deliver faster, more effective resolutions to customer issues

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Overview

See how HSN delivers better customer experiences through workforce optimization
See how HSN delivers better customer experiences through workforce optimization

How empathetically and effectively an agent responds to customers can be the difference between loyalty and churn. Customer inquiry and complaint solutions help agents quickly respond to customers more effectively and with greater empathy.

Key benefits

Impact business and achieve better results.

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  • Increase customer satisfaction

    Create consistent customer experiences throughout the sales cycle to respond quickly to customer needs and build strong relationships

  • Increase revenue and customer loyalty

    Leverage customer information more effectively during interactions to drive better offer relevance and service personalization.

  • Encourage referrals

    Create satisfied customers who are more likely to recommend the business to others.

  • Increase efficiency

    Improve agent efficiency through better information and training, reducing costs and call times.

  • Grow customer lifetime value

    Retain customers and encourage repeated transactions with a superior experience.

Business impacts

  • Full customer visibility

    With multiple touchpoints across the organization, often there is no unified customer view. Critical information to shape customer experiences is often lost, leading to missed opportunities and poor experiences. Unify information across departments.

  • Raise your Net Promoter Scores

    The customer service department is often measured by its Net Promoter® Score (NPS®). To keep scores at 9 or above, means getting feedback, analyzing and applying it to create better experiences. Consistently rank high in service quality.

  • Routine action automation

    Customer service is inundated with routine inquiries that do not require a customer-specific response. The volume increases hold times and takes time away from resolving complex customer issues. Automate routine inquiries with AI and chatbots.

  • Proactively search social media

    Many people post their company feedback online and expect companies to pay attention. Manually scraping social media feeds is time consuming, error prone and strains tight resources. Scan social media to better understand the Voice of the Customer.

Leaders trust OpenText

See how customers are succeeding with Customer Inquiries and Complaints solutions from OpenText.

See more success stories

HSN increases customer care center efficiency

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Transcom achieves PCI compliance to boost customer experience

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Asurion boosts contact center efficiency and customer service

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Explore the components of the solution

Products

OpenText offers a choice of products to manage customer inquiries and complaints in contact centers.

Professional Services

OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Training

OpenText Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.

Customer Inquiries and Complaints resources

OpenText Qfiniti – Capturing Experiences to Drive Engagement

OpenText Explore – Multichannel Voice of the Customer Analytics

Watch the video

Supercharge your contact center with real-time speech analytics

Read the blog

CCaaS and speech analytics create a best-in-class contact center offering

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