Module 06 · Customer Service Department
Customer Voice.
Every question, review and complaint in one inbox, with a reply drafted and waiting for your team.
What you see
One inbox, one draft, one report.
A working demo on sample data. Names and figures are examples.
Open in its own windowWhat it shows
Page by page, one desk.
- Every surface in one queue, whoever's promise runs out first at the top
- The conversation as it arrived, and whether the reply will be public
- A draft written from your own voice, channel rule, template and product file
- The layers the draft came from, named, so a person can check it in a second
- The checks that have to pass before it can go, run as the text is edited
- The order behind the message, and whether the draft is allowed to use it
- How the stars fell this period, and which way the average moved
- Every product's reviews, average, and how many were answered
- What people praised and complained about, with a line somebody actually wrote
- The reviews still without a reply
- Every case that needed something done, with the ticket it raised
- How long the open ones have been open
- By kind and by channel, against the log itself
- The steps behind a case and the role that owns each one
- Every return and exchange request, the channel's deadline first
- The evidence beside it: the order, the warehouse check, the photo
- A drafted decision — refund, replace or refuse — with the policy it rests on
- A person decides; nothing is sent until they do
- What the period's messages were about, and how much of it reads as unhappy
- Which topic concentrates on which product
- What is rising faster than the desk, with the evidence beside it
- A question box that answers from the same counts
- The layers a draft is built from, in the order they apply
- Your tone, and the things that are never written
- The rule of every channel: who can read it, how long, what is forbidden
- Every template with how often it was used and how often it went out unedited
- What the company brain does not know yet, and where the answer belongs
- The knowledge base the drafts quote, each entry with an owner and a date
- What changed, when, and why
- Who answered what, and how fast
- How often the draft went out unchanged — a measure of the playbook, not the person
- When messages arrive against when somebody is on
- Every draft the checks stopped, and what happened to it
- How often each channel's promise was kept, and what customers scored
- What fired, who was told and on which channel
- The rules in plain words, each with a switch
- The morning queue and the weekly summary
- What Omni did today, line by line
- The weekly and monthly moderation report, on the headings your team already uses
- Five lines for management at the top, the workings underneath
- Every figure carrying where it came from and how it was collected
- What is not measured printed as not measured, never as a zero
- Every surface: how it is read, how a reply gets out, when it was last read
- Which credentials are connected, masked
- What no source gives, stated once
- What Omni is allowed to write, and what it never writes
Every page above is live, on sample data.
Open the demoWhat it does
It reads, drafts, checks and waits for you.
Reads every surface as often as that surface allows, and says when it last did rather than calling it live
Sorts the queue by the promise each channel makes, not by when the shop happened to open
Drafts a reply from your voice, the channel's rule, the scenario's template, the process behind it and the product's own approved sentences
Marks what it could not fill rather than filling it, and logs the question so the gap closes
Scans every public reply for links, phone numbers, addresses, order references and health claims, and blocks the send when one is there
Opens a case the moment a message names a missing, wrong or undelivered item, and closes it when the customer has what they were owed
Reads the week's reviews for what people repeat, product by product, and says which way each product moved
Writes the weekly and monthly moderation report with the source beside every figure
Never sends without a person, never opens a claim for a buyer, never moves money. It drafts and tells; your team sends.
Who it works for
The customer relations team and its lead, the product and quality people who want to know what customers say, and management.
What it does
Gathers marketplace questions, reviews and complaints and the messages from Instagram and WhatsApp in one inbox, sorted by urgency and topic. Drafts a reply for every question and message in your tone, inside your return and shipping rules, and looks up the order so "where is my parcel" gets an answer rather than a promise. Takes returns and exchanges through to the end: the request, the decision, the record. Answers from one knowledge base, so two agents never say two things. Your agent edits, approves and sends. Logs complaints, escalates the ones left too long, analyses reviews per product and tracks who answered what, how fast.
How you follow it
Agents live in the inbox all day. The team lead watches the queue and reply times. The product team gets a monthly topic board. Management gets a weekly and monthly PDF. Nothing goes out without a person unless you switch that on.
A day with Customer Voice
Every message gets a draft. Your team sends it.
Collect
Trendyol and Hepsiburada questions, Instagram comments and messages, WhatsApp and your existing support tool land in one inbox. Reviews come in for analysis.
AutomaticSort and draft
Each message is tagged by topic and urgency and gets a reply drafted in your tone, inside your return, shipping and warranty rules. Reviews get a summary, not a draft: marketplaces answer those from their own panel.
AutomaticApprove and send
The agent edits or approves, and the reply goes back through the same channel. Who answered what, and how fast, is logged.
Your approvalEscalate
A complaint left unanswered for a day, or a reply that left the rules, goes to the team lead on Slack or WhatsApp.
AlertReports
Weekly: volume, reply times, open complaints. Monthly: what customers praise and complain about, product by product. PDF for management.
ReportEvery surface in it
Marketplace questions and reviews, Instagram, WhatsApp, the mailbox and the complaint site, sorted by whose promise runs out first.
Seen by a person
Drafted by Omni from your own rules, approved by your agent. Auto-send is a switch you own, off by default.
The report writes itself
The moderation report management used to spend a day assembling, with every figure carrying its source.
Runs on