Supply Chain & Operations – E-commerce Operations

Complaint
Management Services

Resolve customer issues before they escalate. Leave your customers with a positive impression. We believe in building relationships with customers, not just solving their queries. Trust our 5000+ global team to deliver effective customer complaint management services. With 16+ years of CX leadership, we ensure quick resolutions through real-time complaint resolution tools and empathy-led support.

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Speedy and Sensitive Complaint Resolution for Happy Customers

Our team simplifies the process for your end-users, one ticket at a time. From call centers to digital desks, our end-to-end complaint-handling system ensures every grievance is heard, tracked, and resolved quickly.

Why companies
choose 1Point1

Reliable customer grievance management starts with a partner who blends innovation, empathy, and scalability. That’s what makes 1Point1 the trusted choice for global brands.

24/7 Global
Coverage
Offer uninterrupted support across time zones, ensuring customer needs are always met.
Stronger Customer Retention
Provide smooth, seamless and empathetic solutions that help reduce churn and retain loyal customers
Timely Escalation Management
Get instant routing and priority handling for critical complaints with automated complaint-handling workflows.
Smart Software Solutions
Use AI-enabled complaint tracking software for efficient issue solving, and decreased call volumes.
Skilled Complaint Experts
Rely on trained agents who specialize in complaint de-escalation and complex case handling
Optimize Support Costs
Achieve more with less by outsourcing complaint management to a proven partner.
Multichannel Complaint Handling
Resolve issues via voice, email, chat, and social media with our advanced systems.
24x7
service
availability in 9
global locations
Up to
30%
improvement in repeat
customer retention
Approx.
70%
reduction in
resolution time
About
40%
decrease in
call volumes
5000+
well-trained
CX
professionals
Up to
30%
savings in the
cost of operations
Support
across 5+
digital and
voice channels

Complete Complaint Control,
From First Query to Final Feedback

1Point1 integrates customer feedback management and aligns complaint escalation process into one powerful system.
Track, respond, and resolve, all in real-time.

01/6
Complaint Registration &
Acknowledgment
  • Multi-channel intake: voice, email, chat
  • Instant acknowledgment via automated responses
  • Root cause analysis
Automated
Complaint Routing
  • Intelligent routing based on priority & type
  • Auto-assign to the right department/team
  • Reduces handling time drastically
Feedback Collection &
Integration
  • Post-resolution feedback forms
  • Sentiment and satisfaction analysis
  • Data fed into CX improvement strategies
Complaint Tracking &
‍Monitoring
  • Real-time complaint tracking and ticket creation
  • Status updates with escalations
  • SLA monitoring dashboards
Escalation Management
  • Priority Assessment
  • Tier-wise escalation triggers
  • Management alerts for critical issues
Reporting & Analytics
  • Real-time performance dashboards
  • Complaint trends and root cause analysis
  • Customizable reports for stakeholders
01/6
Efficient Complaint Management for Large-scale Clients in Travel, Insurance & Food Industries
Case Study
Efficient Complaint Management for Large-scale Clients in Travel, Insurance & Food Industries

1Point1 partnered with leading brands in travel, insurance, and food retail to streamline their customer complaint resolution processes. From booking issues to policy concerns and food order grievances, we provided end-to-end complaint tracking and real-time resolution. This helped our clients achieve about 30% increase in sales conversions and boosted their CSAT by 15%.

Download Case Study
Efficient Complaint
Management for Large-scale
Clients in Travel, Insurance
& Food Industries
Case Study
Efficient Complaint Management for Large-scale Clients in Travel, Insurance & Food Industries

1Point1 partnered with leading brands in travel, insurance, and food retail to streamline their customer complaint resolution processes. From booking issues to policy concerns and food order grievances, we provided end-to-end complaint tracking and real-time resolution. This helped our clients achieve about 30% increase in sales conversions and boosted their CSAT by 15%.

Download Case Study
Check out all our case studies