100%Complaint Intake Captured
68–89%SLA Adherence Improvement
40%+Audit Prep Time Saved
3%Escalation Rate
What Is Complaint Management Software?
From First Contact to Verified Outcome
Every feature is designed around governance, ensuring complaints are resolved with full accountability, not just marked closed.
Omni-Channel Complaint Intake
Complaints arrive from any channel, phone, email, web form, chat, or manual entry, and are automatically categorized, routed, and assigned with full context intact from first contact.
Mandatory Evidence Capture
Every complaint record requires documented evidence before it can advance to the next stage. Advisors capture context, evidence, and decisions, not just status updates.
SLA Enforcement by Default
Time-bound resolution commitments are built into every complaint workflow. Automated alerts fire before SLAs breach, not after, with mandatory escalation for overdue records.
Audit-Ready in One Click
Every action, decision, and outcome is logged automatically with timestamps and owner attribution. Export complete complaint records for regulatory review in one click.
Platform Intelligence
What the Platform Does While Your Team Handles Complaints
Beyond complaint governance, the ResolveCX platform actively works in the background, surfacing knowledge, predicting churn risk, and automating retention workflows so your team focuses on resolution, not administration.
Knowledge Base AI Copilot
Every agent has your best answer, before they type a word.
AI surfaces policy-aligned response suggestions and resolution steps from your organization's own knowledge base while a complaint handler works the case. Agents resolve faster. Responses are consistent. New team members perform at the same level as your most experienced advisors from day one.
Workflow Builder
Change your routing rules without raising a ticket with IT.
Configure complaint intake routing, SLA tiers, and categorisation logic through a drag-and-drop workflow builder. When regulatory requirements shift or team structures change, your operations team adapts the platform, no engineering resource required.
AI Case Summarization
Instant context before the first reply.
When a complaint handler opens a case, AI generates a structured summary, the customer's issue, timeline of interactions, previous resolutions, compensation offered, and regulatory flags. The advisor is informed before they engage. No scrolling. No reconstructing history.
Customer Churn Prediction
Know which customers are close to leaving before they do.
A live churn risk score on every customer profile reflects their complaint volume, resolution quality, and sentiment trend. When a score crosses your threshold, the platform automatically triggers a retention workflow, raise a retention case, extend a special offer, or escalate to management. Proactive, not reactive.
Explore All ResolveCX Capabilities
Complaint management is the foundation. AI classifies every intake and hands agents the full picture before they respond.
Complaint Management
Every complaint is captured, classified by AI, and handed to the right agent with full context, before they say a word.
- Multi-channel intake: web, email, phone, and walk-in
- AI extracts reason, sentiment, and priority on arrival
- Agent sees case summary before first reply, closes 28% faster
Intake Channels
Web Form
Email
Phone
Live Chat
AI Engineanalyzing…
ReasonBilling overcharge: direct debit error
Sentiment😤 Frustrated (score: 0.82)
PriorityHigh: regulatory risk flag
RouteCompliance & Billing team
Create complaint record · Assign to Compliance
Agent sees: AI brief + case summary ready
Reason · Sentiment · Priority · Suggested response, on screen before first reply
↑ 28% faster
Why ResolveCX Over Ticketing Tools?
The governance gap between a closed ticket and a documented, auditable outcome is where most regulated operations fail.
| Feature | ResolveCX | Ticketing Tools |
|---|---|---|
| Structured complaint records | ||
| Automated SLA tracking & alerts | ||
| Named ownership at every stage | ||
| Mandatory evidence capture | ||
| One-click regulatory export | ||
| Complaint-to-escalation linkage | ||
| AI pattern detection | ||
| Root-cause investigation linkage |
AI-Powered Intelligence
AI Working Inside Every Complaint Workflow
ResolveCX embeds AI directly into complaint handling, routing on customer sentiment, classifying on intake, predicting churn risk, and generating instant summaries for every case handoff.
Sentiment-Based Routing on Intake
Auto-Classification with Confidence Scores
AI Case Summarization for Handoffs
Customer Churn Prediction
Knowledge Base Copilot for Agents
Vulnerability Signal Detection
AI Pattern Detection Across Cases
Retention Workflow Automation
40%+
Audit Prep Time Saved
100%
Cases Pre-Classified on Arrival
3%
Escalation Rate
Frequently Asked Questions
New to complaint management? Read our complete guide: What Is Complaint Management?
Evaluating platforms? See how ResolveCX compares to Zendesk and Freshdesk
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Office
Visit or write to us at:
San Francisco, USA
2261 Market Street #85931
San Francisco, CA 94114