Tianrun Rongtong solution: How to avoid store complaints escalating into consumer rights protection

Brand chains commonly face the following issues when dealing with customer complaints:
⚠️ System Issues
The brand headquarters does not manage complaints from offline stores, leading to ineffective resolution. Customers can only confront the store directly, escalating disputes.
⚠️ Handling Issues
Disclosing customer contact information to stores results in a lack of oversight during complaint resolution, often leading to uncontrolled handling and escalated conflicts.
⚠️ Customer Experience Issues
Manual complaint handling leads to queues, non-24/7 service, and long waiting times without updates. Customer frustration grows, leading them to vent on public platforms, causing PR crises.
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1️⃣ Automated Reception
Robots handle complaints 24/7, quickly calming customers, collecting and analyzing complaint details, and automatically forwarding tickets to designated stores while escalating or prioritizing as per rules.
2️⃣ Transparent Processing
The entire complaint process—creation, assignment, reception, handling, and feedback—can be tracked via SMS, apps, mini-programs, WeChat, or self-service queries. Automated satisfaction follow-ups are also triggered.
3️⃣ Optimized Management System
If customers reject store resolutions, complaints can be escalated to headquarters for direct compensation, prioritizing customer interests.
4️⃣ Choose the Best Partner
❤️ Brands reforming their in-house or franchise customer service systems should seek partners with rich industry experience and AI-powered robotic and ticketing solutions for maximum efficiency.