Resolution & SLA
Owned, routed, closed, verified.
Every complaint gets a clock, an owner and a confirmation from the customer that it was actually fixed.
98.2%SLA compliance
4h 12mAverage close
2.7%Reopen rate
85.6%Detractor recovery
How it works
The workflow, step by step.
01
Detect
From QA, survey, review or inbound contact.
Ecko02
Ticket
SLA clock starts, routed by root cause.
TrackIt03
Resolve
Callback or chat, with the history attached.
GCS04
Verify
Customer re-polled to confirm resolution.
Express