- Customer submits complaint/query (call//email/social)
- Ticket created in Freshdesk
- Agent responds within SLA
- Agent tags the contact reason (e.g., Complaints, Requests, General Inquiries, etc…)
- If first contact resolution is not possible, escalate to Ops
- Ops resolves and updates ticket
- Agent follows up with customer
- Ticket closed with resolution note and CSAT
- QA reviews closed cases randomly
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