Unified Complaints Management (UCM)
Compliance + automation + complaint lifecycle control
Customer complaints often enter organizations through many different channels: branches, call centers, email, WhatsApp, SMS, websites, mobile apps, QR codes, and social media. When these complaints are handled through spreadsheets, inboxes, and manual follow-ups, teams lose visibility, ownership, and control.
Emojot Unified Complaint Management brings every complaint into one structured system. It helps organizations capture complaints, acknowledge customers, assign responsibility, track SLAs, escalate overdue cases, and analyze root causes.
With Emojot UCM, complaint management becomes faster, more transparent, and more accountable.
Core Features of
Unified Complaints Management
Core Features of
Unified Complaints Management
Multi-Channel Complaint Intake
• Capture complaints from web portals, mobile apps, WhatsApp, SMS, email, QR codes, call centers, branches, and social channels.
• Every complaint is recorded in one system with clear ownership, category, priority, status, and history.
Automated Acknowledgments
• Send instant complaint acknowledgments through SMS, email, WhatsApp, or other configured channels.
• This improves customer confidence by confirming that the complaint has been received and is being handled.
Smart Complaint Classification
• Categorize complaints by issue type, product, service, location, department, severity, customer segment, or sentiment.
• AI-powered classification helps teams reduce manual effort and route complaints more accurately.
SLA Tracking and Escalation
• Track every complaint against defined acknowledgment and resolution timelines.
• Automated reminders, countdowns, and escalations help teams reduce missed deadlines and improve resolution discipline.
End-to-End Complaint Lifecycle Management
• Manage the full complaint journey from intake to acknowledgment, assignment, investigation, escalation, resolution, and closure.
• Every action is logged for transparency and accountability.
AI-Powered Complaint Intelligence
• Use AI to detect complaint trends, recurring issues, sentiment patterns, anomaly spikes, compliance risks, and potential churn signals.
• This helps leadership move from complaint reporting to complaint prevention.
Audit Trails and Governance
• Maintain a complete history of every complaint, including user actions, status updates, escalations, notes, attachments, and resolution details.
• This supports internal governance, compliance reviews, and management reporting.
Benefits
Improve Complaint Resolution Speed
Route complaints to the right teams instantly and reduce delays caused by manual handovers.
Strengthen SLA Compliance
Track deadlines and automate escalations before complaints become overdue.
Reduce Manual Tracking
Replace spreadsheets, scattered emails, and disconnected follow-ups with one complaint management system.
Improve Customer Trust
Keep customers informed through structured acknowledgments and transparent resolution processes.
Identify Root Causes
Analyze complaints by branch, department, product, category, and channel to prevent recurring issues.
Improve Governance and Audit Readiness
Maintain clear records, ownership, and lifecycle visibility for every complaint.
Success stories
Radisson
Radisson, a multi-brand hotel chain in Sri Lanka with a global presence, faced challenges with delayed complaint resolutions, impacting guest satisfaction and retention. By integrating Emojot’s AI-powered Unified Complaint Management (UCM) solution, Radisson streamlined its service response, ensuring faster issue resolution and a seamless guest experience.
60+
Alert tickets resolved within 5 months
Barista
Barista, the largest coffee chain in Sri Lanka with 57 outlets, faced challenges in managing customer complaints efficiently, leading to delays in resolution and service inconsistencies. By implementing Emojot’s AI-driven Unified Complaint Management (UCM) solution, Barista transformed its approach to handling customer feedback, ensuring prompt action and better service recovery.
TellBarista
Solution handled over 200 complaints in six months,
Our Platform in Action
Our Platform in Action
Take control of complaint management from intake to resolution.
Take control of complaint management from intake to resolution.
