Smarter Complaints is a new way to solve problems with products or services.
Smarter Complaints gives you guidance about your rights in your exact situation and lets you complain at the push of a button just by answering simple questions.
We’re currently in development, you can see what we’ve been up to in the video on this page, read more across the rest of the site or request access to our alpha.
Why Smarter Complaints Matters
Depending on who you ask and how you phrase your questions we know that between £2.7bn and £6.6bn is lost each and every year because of sub standard products and poor services in the UK.
Unreliable products and bad customer service costs time as well as money, research conducted for the Office of Fair Trading and analysed on behalf of Consumer Focus shows that many complaints can take more than 20 hours to resolve.
The time, effort and skills that are required to get an issue resolved mean that many problems go unsolved and that the cost of getting things sorted out can be huge.
The reputational and financial costs of making mistakes when dealing with customer complaints about faulty goods can be large.
Research conducted for the Office of Fair Trading and Consumer Focus suggests that after having a bad experience with a company many customers will simply switch to a different provider or not make a new purchase from the company they complained to. Some will even stop buying the type of product or service that they have experienced a problem with at all.
Using Smarter Complaints alongside your existing CRM, case management or point of sale systems you will be able to provide quicker, simpler, clearer and more accurate advice on a customers rights. By referring customers to a trusted third party you can also decrease time spent with elevated complaints and increase confidence that the advice being provided is correct.