Every Complaint Logged, Assigned, and Closed, With Proof of How It Went.
MSMEBOT SUPPORT turns customer complaints into a tracked, assigned, and notified workflow, from the moment a customer submits a complaint to the feedback they leave once it's resolved.
From ₹149 /user/month, billed annually.
The problem
Complaints tracked over calls and WhatsApp chats have no accountability.
A customer calls in a complaint, someone scribbles it down, and it gets forwarded to a service person over WhatsApp. Nobody logs when it was assigned, whether the customer was told, or how long it actually took to resolve. When a customer calls back asking for an update, nobody has a straight answer.
MSMEBOT SUPPORT gives every complaint a stage, an owner, and a notification trail, from the first report to the final feedback.
Inside the product
What MSMEBOT SUPPORT actually does
Complaint Intake
- Form-based logging: Customers submit complaints through a simple form: company, contact, product, and a description of the issue.
- Instant customer confirmation: The customer receives a WhatsApp and email confirmation the moment their complaint is logged, so they know it's been received.
- Admin & Manager alerts: Admins and Managers are notified by email and WhatsApp immediately when a new complaint comes in, with no need to check a shared inbox.
Assignment & Notifications
- Assign to a service person: Admins or Managers assign each complaint to the right team member from a simple dropdown.
- Email & WhatsApp on assignment: The customer is automatically notified by email and WhatsApp once their complaint has been assigned, and to whom.
- Reassignment supported: Complaints can be reassigned at any time if the wrong person picked it up or workload needs to shift.
Stage Tracking
- Eight-stage workflow: New Complaint, Assigned To Team, In Progress, In Progress – Awaiting Confirmation from Customer, In Progress – Awaiting Material, Resolved, Cancelled, and Rejected.
- Defaults to New Complaint: Every complaint starts in the same stage, so nothing is marked resolved before it actually is.
- Full stage history: Every change of stage is timestamped, so you can see exactly how long a complaint sat at each step.
Mobile Complaint Tracking
- New / Pending / Resolved / Feedback tabs: Admins, Managers, and service staff can jump straight to the complaints that need their attention.
- Searchable stage filter: Filter the whole complaint list down to a single stage in a couple of taps.
- Update from the field: Service staff can update a complaint's stage from their phone as soon as a job is done, no office visit required.
Dashboard & Reporting
- Filterable by stage, team, product & date: Slice complaint data by Stage, Assigned To, Product, Complaint Type, Company, or a custom date range.
- Status Category breakdown: A live donut chart of every complaint by current stage: Completed, Resolved, In Progress, Cancelled, and more.
- Product / Service Category breakdown: See which products or services generate the most complaints, to spot recurring quality issues early.
- User Wise Status Analysis: Compare how each service person's assigned complaints are distributed across stages.
- Full complaint register: A searchable, exportable table of every complaint, with company, contact, stage, and last update.
Customer Feedback
- Feedback form on resolution: Once a complaint is marked Resolved, the customer receives a feedback form automatically.
- 1–5 service rating: Customers rate the service they received, tied to the engineer who handled their complaint.
- Written feedback & suggestions: Customers can leave open-text feedback and suggestions for improvement alongside their rating.
- Feedback log: Every rating and comment is kept in one place, so patterns in service quality are easy to spot.
Audience
Designed for every role
FAQ
Frequently asked questions
How do customers submit a complaint?+
Through a simple online form: company, contact details, product, and a description of the issue. As soon as it's submitted, the customer gets a WhatsApp and email confirmation, and your Admins/Managers are notified.
What does the customer see after their complaint is assigned?+
They receive an automatic email and WhatsApp notification confirming their complaint has been assigned, so they know it's actively being handled.
Can service staff update complaints from their phone?+
Yes. The mobile-ready view lets service staff see their assigned complaints and update the stage as soon as a job is complete, with no office visit needed.
How is customer feedback collected?+
Once a complaint is marked Resolved, the customer automatically receives a feedback form asking for a 1–5 service rating and written comments, tied to the engineer who handled it.
One platform
Your sales team uses MSMEBOT CRM. Does your service team use MSMEBOT SUPPORT?
Every logged complaint sits against the same company record as your CRM, so sales and service both see the full relationship, not just their half of it.
See how MSMEBOT SUPPORT keeps every complaint accountable.
Request a free demo, or reach us directly on WhatsApp: no pressure, just a straight look at how it fits your team.