Why it is also good when customers complaint

Presented in German

How the Pega platform helps the W&W Group make strategic use of customer complaints.

Experienced customer service employees know it: when customers come forward to complain, this seemingly unpleasant feedback can provide valuable clues: For example, to identify hidden problems, improve products, or convince customers who are willing to switch to stay through personal communication and suitable offers.

Pega's low-code platform combines powerful solutions and technologies to map the W&W Group's complaint management in a consistent process. This is the prerequisite for being able to use incoming customer complaints to systematically improve the customer experience.

In addition, customer service employees need to have a consistent view of the customer for efficient, customer-centric complaint management. To this end, Pega connects all systems necessary to provide a comprehensive picture of the customer relationship.

In this eBook, you will learn:

• How to realize consistent omnichannel communication with the help of Pega and USU
• How to identify and catch negative sentiment in social media in time
• What options Pega offers to prioritize complaints according to urgency