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📲 Customer Complaints App via WhatsApp | MerciGlobal Cloud ERP

This guide details the functioning of the Customer Complaints App when integrated with MerciGlobal Cloud ERP, enabling businesses to manage and respond to customer issues directly through WhatsApp.

🔄 Workflow Overview

  1. Customer Message Initiation

  2. A customer sends a message to the company’s registered WhatsApp number.

  3. Forwarding to MerciGlobal Cloud ERP

  4. The message is automatically routed to the Merci ERP server.

  5. Mobile Number Verification

  6. Merci checks if the sender's number exists in the Accounts Master.

  7. Unknown Number Handling

  8. ❌ If the number is not found, Merci sends an advertisement or info message.

  9. Known Customer Handling

  10. ✅ If the number is found, Merci replies with a Welcome Message and action buttons:

    • 🌐 Go to Website
    • ☎️ Call Customer Care
    • 📝 Report a Complaint

  11. Complaint Reporting

  12. On selecting Report a Complaint:

    • A form opens for department/type selection (Accounts, Production, Sales, etc.)
    • Customer enters their issue or query

  13. Department & Handler Assignment

  14. Departments are predefined in Merci

  15. Each department is assigned to a responsible person from Users Master (with mobile number)

  16. Complaint Notification

  17. Upon form submission:

    • The assigned department personnel receives a WhatsApp alert

  18. Complaint Management in Merci

  19. Admins and department heads can:

    • Access the Customer Complaints menu
    • View pending tickets

    • Send WhatsApp responses, which are:

    • 📦 Stored in Merci

    • 📲 Sent to the customer

  20. Admin-Level Monitoring

    • Admins have dashboards with:

    • 📊 Complaint overviews by department

    • 📌 Status tracking: Pending, Closed, WIP (Work In Progress)

  21. Pro Edition Features

    • 📸 Allow customers to attach images/photos
    • Requires official META WhatsApp Business account

  22. Official WhatsApp Integration Provider

    • 🌐 Click2Surat.com
    • 📞 Contact: +91-94094-71000
    • 💡 Additional MerciGlobal integration charges apply

💰 Pricing

Plan Features Price
Regular Account Basic WhatsApp complaint submission support USD 20/month
Pro Account Includes support for image/photo attachments USD 30/month

⚠️ Note: This is a paid service by MerciGlobal Cloud ERP.

🧩 Requirements

  • ✅ Active WhatsApp Business Account
  • ✅ Registered number with META (Pro Edition)
  • ✅ Active MerciGlobal Cloud ERP Subscription

For further information or to schedule a demo, please contact your Merci onboarding specialist.