Efficient Complaints Handling
We provide full support in complaints management, allowing businesses to save time and resources
Active Listening
Problem Solving
Clear Communication
Rich Insights
Highly trained teams - our teams are trained to manage complaints with a proactive and empathetic approach.
Escalation - agree on a clear process for escalating/routing complex complaints to your internal team.
Ongoing communication - maintain an open communication with regular meetings and updates.
By partnering with us, we ensure that every complaint is managed with precision and care.
Frictionless support
With a proactive approach, we ensure that complaints are handled efficiently and effectively to enhance the customer experience and minimise friction.
Respond to complaints
Respond to each complaint promptly and with empathy, acknowledge the problem, offer a solution and provide a timeline for resolution based on your standards and agreed channel(s). We do everything we can to make sure your customers receive the best possible service.
Analyse complaint patterns
We identify common complaints and their root causes as well as trends in complaints to address areas for improvement.
Reporting and insights
We provide reports and insights based on complaint data, analyse trends and share insights for businesses to improve processes.
Compliant with your Regulatory Framework
We ensure complaints are handled following your company’s policies framework and industry regulations.
Channels of managing complaints
We have a wide range of channels avaiable for customers to allow them report complaints:
Voice
Voice support and IVR build (including automation) routing calls into our team of CX specialists who are available 24/7
Handle customers complaints by routing them into the Dialect system for our team to manage on your behalf, supporting effective and efficient response times
Have a WhatsApp number? Dialect can handle all complaints via our omnichannel solution seamlessly
Live chat
Embed your fully branded chat widget into your website or application and let Dialect handle all interactions in up to 75 languages.
Dialect can handle complaints on Facebook messages, providing personalised, real-time support to your customers
Why Dialect's Complaints Management?
Specialised Expertise
Our solution is designed with the fintech and payments sectors in mind. Our team have over 30+ years of working within the Fintech and Payments Sector.
Focus on core business activities
By outsourcing complaint handling with Dialect, businesses can focus on their core business activities such as product innovation, improvements or expansion to new markets whilst we ensure a smooth complaints process.
Enhanced Customer Satisfaction
We provide a tailored customer experience, ensuring customers receive top-notch assistance across the entire complaint management process.
