Complaints Captured Into the CRM the Moment They Arrive

No more complaints sitting unread while frustration builds. No more issues handled off the record and lost when someone moves on. No more guessing which accounts keep having problems.

Complaints arrive in the same inbox as everything else, and they rarely announce themselves. One gets read and dealt with; the next sits for two days while the customer's frustration hardens. Some get handled quietly by whoever caught them, with nothing logged, so when that person moves on, the history goes with them.

And because complaints are scattered rather than recorded in one place, nobody can see the pattern: which customers keep raising issues, or which problems keep recurring. When someone asks you to account for how a complaint was handled, the trail often does not exist.

The problem is not that complaints are ignored on purpose. It is that they are not consistently captured, so they cannot be consistently handled.

When a complaint lands by email, Build Concierge makes sure it is recognised and recorded straight away.

1. Reads the email. It picks up the message as it arrives.
2. Recognises it as a complaint. It understands the email is a complaint, even when the wording varies.
3. Summarises the issue. It writes a clear, concise summary of what the complaint is about.
4. Logs it to the record. The complaint and its summary are logged against the right customer in your CRM, straight away.

• Every complaint captured and logged within seconds of arriving
• A clear summary against the right customer record
• A complete complaints history per customer, in one place
• A process that stands up to scrutiny
• Visibility of which accounts keep raising issues

Instead of complaints scattered across inboxes and memories, you get a consistent, recorded process. Every one is captured, summarised and filed, so it can be acted on and accounted for.

Capture and log

Every recognised complaint is summarised and logged against the right customer automatically.

Build the history

Each complaint adds to that customer's record, so you can see repeat issues and patterns over time.

Route it onward

The logged complaint can be routed to the right team or person to pick up, so it is not just recorded but actioned.

Keep the original

The original email is kept with the record, so the full detail is there behind the summary.

Just three things:

1. Build Concierge connected to your CRM
2. Where complaints tend to arrive (which inbox or address)
3. How you want them logged and who should pick them up

We support you in connecting to your CRM, and set the recognising, summarising and logging up around how your business already handles complaints.

Step 1: Talk to us

Tell us how complaints reach you today, and where they get missed or lost.

Step 2: We build it with you

We set up the recognition, the summary and where each complaint is logged.

Step 3: Test it live

We run real emails through it, check complaints are recognised and logged correctly, then switch it on.

Most businesses are up and running within days.