Complaint management
Fluid Attacks' clients may submit complaints through any of multiple channels. These are Help email, Help Center, and the clients' Account Executives and Engagement Managers. Clients may contact the latter by email, WhatsApp or phone calls during business hours (Monday through Friday from 8 a.m. to 6 p.m. UTC-5). Upon receiving a complaint, an identification and verification process begins within the company.
Leveraging the capabilities of a centralized ticket system provided by Zoho Desk, Fluid Attacks records and monitors all the information regarding the complaint. A high-level overview of the complaint management process is as follows:
- Receive and register the complaint details: All relevant information about the complaint is documented (including, but not limited to the client's details, date, time, and nature of the complaint).
- Acknowledge: Acknowledgment of receipt is sent to the client. An initial response time SLA applies as detailed in the Help Channel documentation.
- Investigate the issue: The complaint's root cause is analyzed and the team members relevant to the resolution process are assigned. Tools that might be relevant in this step are described in the Help Channel documentation.
- Analyze solution: The best way to address the complaint is determined.
- Communicate: The client is informed once a proposed solution has been determined, including a clear timeline for implementation.
- Close the issue: Once it is ensured that all aspects of the complaint were addressed successfully, the details of the resolution are registered, and the issue is closed within the system.
- Receive client's feedback: The client's satisfaction or additional concerns are confirmed, and areas for future improvement are identified.
The company guarantees the confidentiality of all communication throughout complaint management, as established on the Help Channel documentation.
Escalation
Fluid Attacks strives to resolve all client complaints efficiently within the Help Center, having them addressed by assigned developers. However, certain situations may require escalation to ensure the appropriate solution. That is, the trigger for escalation may be that the solution to the complaint requires decisions to be taken by management or the initial team's manager.
The escalation path may follow the matrix below. Each client is provided with the matrix including the specific names and contact details of assigned Fluid Attacks staff.
Complaint escalation matrix