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quality-controln8nadvanced60 minutes

Customer Complaint Resolution Workflow

Structured process for handling customer complaints about diamond tooling products. From initial complaint logging through root cause analysis to resolution and follow-up, with automated escalation and SLA tracking.

Flow Diagram

graph TD\n    A[Complaint Received] --> B[AI Classify + Priority]\n    B --> C[Create Case + Notify]\n    C --> D[Root Cause Investigation]\n    D --> E{Resolution Type}\n    E -->|Replace| F[Ship Replacement]\n    E -->|Refund| G[Process Refund]\n    E -->|Technical| H[Send Guidance]\n    F --> I[Follow-Up]\n    G --> I\n    H --> I

Steps

  1. 1

    Complaint Received via Any Channel

    Customer submits complaint through email, WhatsApp, phone, or web form. System captures complaint details, customer info, order reference, and product involved.

    Multi-channel trigger: email parser + WhatsApp webhook + web form submission
  2. 2

    Auto-Classify and Assign Priority

    AI analyzes complaint text to classify type (product defect, shipping damage, wrong item, performance issue) and assign priority (P1-P4). P1/P2 get immediate escalation.

    DeepSeek API classifies complaint, assigns priority based on keywords and customer tier
  3. 3

    Create Case and Notify Team

    Generate unique case ID, create ticket in tracking system, notify assigned team member. Start SLA timer based on priority level.

    Insert into complaints table, send Slack/email notification, SLA: P1=4hr, P2=24hr, P3=72hr, P4=7days
  4. 4

    Root Cause Investigation

    Assigned engineer investigates using production records, QA data, and shipping logs. Documents findings with photos and test results.

    Pull related production batch data, QA records, shipping tracking from database
  5. 5

    Resolution and Customer Communication

    Based on investigation, execute resolution (replacement, refund, credit, technical guidance). Send professional response to customer with findings and action taken. Schedule follow-up.

    Generate resolution email from template, update case status, schedule 7-day follow-up reminder

Tools Required

n8nFreeDeepSeek API/monthSlackFree

Estimated Monthly Cost

/month (AI classification)

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