The customer’s feedback is a third party event assigned at the transaction level.
The customer’s feedback channel is usually used to qualify and follow an information not related to cash collection or debt recovery processes, but essential in the customer relationship follow-up.
The information shall concern any user or external contact.
An efficent setting of the processing flow is essential to deliver the information to the appropriate receiver. A unique number is allocated to every opened customer’s feedback. This number shall be used in the follow-up process
Add a customer’s feedback
There are four steps to follow to add a customers’s feedback:
- Select the line(s) of transaction by ticking
- Select the type of feedback
- Optional: adjust the amount impacted by the feedback
- Add a short comment
The addition of information is possible via the history of the feedback
Resolve a customer’s feedback
There are two steps to follow to resolve a customers’s feedback:
- Select the type of resolution
- Add a short comment