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📲 Customer Complaints App using WhatsApp

This document explains how the Customer Complaints App works via WhatsApp when integrated with Merciglobal Cloud ERP. This app helps manage and respond to customer complaints efficiently through WhatsApp communication.

🔄 Workflow Overview

  1. Customer Initiates Message

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

  3. Forward to Merciglobal Cloud ERP

  4. The message is automatically routed to Merciglobal Cloud ERP server.

  5. Mobile Number Verification

  6. Merci ERP checks whether the sender's mobile number exists in the Accounts Master.

  7. Handling Unknown Numbers

  8. ❌ If number does not exist, Merci sends an advertising message to the sender.

  9. Handling Known Customers

  10. ✅ If number exists:

    • A Welcome Message is sent along with interactive buttons:
    • 🌐 Go to Website
    • ☎️ Call Customer Care
    • 📝 Report a Complaint

  11. Reporting a Complaint

  12. If customer selects Report a Complaint:

    • A form is opened.
    • Customer selects the type/department (e.g., Accounts, Production, Sales).
    • Then types their problem/complaint.

  13. Predefined Departments & Handlers

  14. In Merci, departments are pre-created.

  15. Each department has an assigned responsible person from the Users Master, including their mobile number.

  16. Complaint Notification

  17. When a complaint is submitted:

    • The assigned department person receives a WhatsApp notification.

  18. Complaint Management in Merci

  19. Department heads and admins can:

    • Access Customer Complaints menu
    • View pending complaints
    • Send responses to customers
    • All responses are:
    • 📦 Recorded in Merci
    • 📲 Sent to customers on WhatsApp

  20. Admin Monitoring

  21. Admins have access to:

    • 📊 Department-wise complaint dashboard
    • 📌 Complaint statuses: Pending, Closed, WIP (Work In Progress)

  22. Pro Edition Features

  23. 📸 Customers can attach images or photos from camera

  24. Requires official META account

  25. Service Provider

  26. Customers can use:

💰 Pricing

Plan Features Price
Regular Account Basic complaints handling via WhatsApp $20/month
Pro Account Includes image attachments & more $30/month

⚠️ Note: This is a paid service offered by Merciglobal.

🧩 Requirements

  • ✅ Active WhatsApp Business Account
  • ✅ Registered number with META (Pro edition)
  • ✅ Subscription to Merciglobal Cloud ERP

For more details or demo, please reach out to your Merci onboarding team.