Unhappy customers, caught early
Complaints caught across every channel before they reach a public review — routed to the right person with a reply already drafted.
The challenge
Complaints arrived across email, chat, reviews and social. The team only saw them late, and the angriest ones slipped through to public reviews before anyone replied.
They needed one place that watched every channel, surfaced the at-risk customers first, and got a response moving fast.
How it works
What the agent does
- 1
Watches every channel at once
Inbox, chat, reviews and social — pulled into one stream instead of four tabs nobody checks.
- 2
Spots the ones that matter
Flags sentiment and urgency, so the customers about to churn rise to the top.
- 3
Routes and drafts the reply
Sends each issue to the right branch or owner with a ready-to-send response attached.
- 4
Escalates the serious ones
Anything high-risk goes to a human immediately — no waiting for the next channel check.
See it
Inside the deployment
Outcomes
What changed
“The angriest ones used to slip through to public reviews. Now they're caught first.”
Status
Watching support and review channels, catching the unhappy customers early and routing each with a reply drafted.
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