The moment you get a complaint, email them that you have got a complaint and inform that you started looking into that. Immediate response will have more impact and is necessary. It will be good if we can update customer frequently on their status. Responses to their emails should not have too much of SLA time. To the maximum, only a 15-20 minutes should be the first response time SLA and not beyond that. If possible, install an automatic response system with the information on whom the ticket is assigned to will help the customer to do the follow-up and get it resolved.
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