Track every customer complaint to resolution
Each complaint gets one owner, a deadline and a recorded remedy, so none sit unanswered or get promised inconsistently.
Customer support · Home services · When something happens · Updated
Works with
- Slack
- Gmail
- Microsoft 365
- Superhuman Mail
- HubSpot
- Salesforce
- Attio
- Pipedrive
Slack
Gmail
Microsoft 365
Superhuman Mail
HubSpot
Salesforce
Attio
PipedriveHow do you track a customer complaint to resolution?
To track a customer complaint to resolution, forward complaints to Maito by email or text. It opens a case in your CRM, suggests an owner, sets a deadline and drafts a reply for approval in Slack. The remedy is recorded on the case, so nothing sits unanswered.
How it's done today
Complaints arrive by email, text and reviews, get answered differently and nobody owns the fix.
What Maito does
- Open a case for each complaint
- Classify the issue
- Assign an owner and deadline
- Draft a reply and track the remedy to closure
Example
Loop run: New email · complaint@northstar.example
New complaint, case C-0142. Customer: Dee Harmon, 41 Alder St. Job: water heater flush on Oct 17, invoice $240. Issue: water still cold in the morning. She also says the technician arrived 90 minutes late with no text. Suggested owner: Sam, deadline Oct 21. Catch: this is her second contact in 30 days. On Sep 24 she asked about the same heater and got a quote, not a visit. Source: CRM history and her email. Draft reply is ready. It apologizes for the delay and offers a return visit, with no refund promised.
@Maito I'll take it. Add a note that a $60 credit is fine if the return visit fixes nothing.
Noted on C-0142, with the credit marked as approved by you. I've left the draft in your inbox to review and send. I'll check Oct 21 that the visit is booked.
Maito (8:05 AM):
New complaint, case C-0142.
Customer: Dee Harmon, 41 Alder St. Job: water heater flush on Oct 17, invoice $240.
Issue: water still cold in the morning. She also says the technician arrived 90 minutes late with no text.
Suggested owner: Sam, deadline Oct 21.
Catch: this is her second contact in 30 days. On Sep 24 she asked about the same heater and got a quote, not a visit. Source: CRM history and her email.
Draft reply is ready. It apologizes for the delay and offers a return visit, with no refund promised.
Sam (8:20 AM):
I'll take it. Add a note that a $60 credit is fine if the return visit fixes nothing.
Maito (8:21 AM):
Noted on C-0142, with the credit marked as approved by you. I've left the draft in your inbox to review and send. I'll check Oct 21 that the visit is booked.
How to set it up
- Ask your agent
“When an email or text sounds like a complaint, open a case in the CRM, pick an owner, set a 2 day deadline and draft a reply for approval. Post it in #support.”
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
- Connect CRM
- HubSpot
- Salesforce
- Attio
- Pipedrive
- Connect SMS
- Twilio
Not connected yet? Your agent sends you a link to sign in.
What it won't do
Maito can't decide the remedy or authorize a refund. It records the case and holds the draft for a person.
Questions
Email at your workspace address, and text through Twilio, with cases logged in HubSpot, Salesforce, Attio or Pipedrive.
It drafts the reply. Refunds, promises and anything sent to the customer wait for a person to approve.
Yes. Tell it, for example, that urgent leaks get 4 hours, and it applies the rule.
