Resolve complaints without making the customer explain the problem twice.
Duvo connects customer complaints to orders, deliveries, products, policies, and previous contact, then prepares the response and follow-up for approval.
Prepared
Before response
The customer message, order, delivery, product, payment, policy, and contact history sit together.
Controlled
Sensitive outcomes
Compensation, liability, quality, legal, and escalation decisions pause for the right owner.
Connected
Resolution to cause
Customer outcomes and operational root-cause actions remain part of the same case.
Duvo establishes the baseline and validates the opportunity on your records before a live scope is agreed. No customer result is claimed for this solution yet.
Customer Complaint Management runs on Duvo’s Enterprise Execution OS.
See how Duvo worksEach complaint shows the customer issue, source evidence, policy, and next decision.
The product view connects the message, customer, order, delivery, product, payment, policy, prior contact, proposed response, and follow-up owner.
Customer Complaint Management · Illustrative
Customer messages are connected to orders, deliveries, products, policies, and previous contact before response.
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Showing 5 of 24 cases
- 1
Approval
Exceptions pause for the named owner
Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.
- 2
Complaint status
Complaint status is visible before the action
Each complaint shows the source evidence, applicable policy, proposed response, and operational follow-up owner.
The customer describes one issue, but the evidence sits across several records.
Service teams need the order, delivery, product, payment, policy, and contact history before they can decide the right response.
Complaints arrive through different channels.
Email, chat, phone notes, portals, stores, social messages, and account teams create inconsistent records and priorities.
The supporting facts must be rebuilt.
Order lines, delivery events, substitutions, returns, product batches, payments, images, and previous contact are held elsewhere.
Resolution and root cause separate too early.
The customer may receive a credit while the product, supplier, fulfillment, or service issue remains unowned.
Prepare the response and carry the issue through resolution.
Duvo assembles routine evidence and actions. Customer, compensation, legal, quality, and escalation decisions stay with authorised people.
- 01Capture
Capture the complaint in one record.
Duvo reads the message, channel, customer, stated issue, attachments, sentiment, urgency, and previous contact.
- 02Connect
Connect the relevant order and product evidence.
Orders, delivery events, substitutions, returns, batches, payments, policies, and related complaints are attached.
- 03Prepare
Prepare the response and operational action.
The applicable policy, proposed reply, credit or replacement option, evidence request, and root-cause owner are assembled.
- 04Approve
Pause sensitive decisions for review.
Compensation, liability, quality, safety, legal, strategic-account, and public-response decisions wait for authorised approval.
- 05Close
Send, act, and record the outcome.
The approved response, compensation, replacement, return, investigation, customer outcome, and root-cause action update the case.
Service and specialist owners approve sensitive customer outcomes.
Response rules are approved
Priority, policy, evidence, compensation, routing, and response conditions follow the agreed service model.
Sensitive cases pause for the right owner
Liability, quality, safety, legal, strategic-account, public-response, and exception decisions wait for approval.
The customer and operational trails stay connected
Messages, evidence, decisions, actions, outcomes, and root-cause follow-up remain attached to the case.
Connect customer channels to order and operational records.
Duvo can work across customer service, CRM, order, delivery, product, payment, returns, quality, and collaboration systems.
Works across
customer service platforms, CRM records, order management, delivery tracking, product and batch data, payment and credit records, returns systems, quality and incident records
Contracted guarantee
5x ROI, guaranteed.
If measured results fall below 5x the total proposal price, the whole contract is free.
What teams ask about Customer Complaint Management
When does Customer Complaint Management run?
A customer complaint arrives through a service channel, account team, or retailer portal.
Who owns Customer Complaint Management?
Customer service, quality, sales operations, supply chain
Which systems can Duvo work across?
Duvo can work across customer service, CRM, order, delivery, product, payment, returns, quality, and collaboration systems. Typical sources include customer service platforms, CRM records, order management, delivery tracking.
Where does a person stay in control?
Response rules are approved: Priority, policy, evidence, compensation, routing, and response conditions follow the agreed service model.