A complaint is a customer about to leave — but handled well, it's the moment they decide to stay. A trained Suppro agent responds with a level head and your boundaries, inside your coverage window, escalating the ones that need you. Included on every plan, across every channel.
Complaints need tone and judgement, not a macro. We handle them to your voice and your boundaries — all of it inside the scope of your plan.
The complaint read properly and answered like a person heard it — the step that defuses most of the heat before anything else.
Replacements, refunds and goodwill offered inside the limits you set — a real fix, not a fobbing-off.
Owned and put right — a replacement or refund set moving to your policy, with an apology that sounds sincere.
Anything past your limits, or that's getting heated, routed to you fast with the full history — never left to fester.
The whole aim: a resolution that leaves them feeling looked after, not just processed and closed.
When the same complaint keeps recurring, you hear about it — usually it's cheaper to fix the cause than the symptom.
A normal day of complaints and difficult messages, handled inside your coverage window.
The difficult messages from after hours are answered first — these are the ones that get worse if left.
A frustrated customer acknowledged, apologised to, and offered a real fix inside your rules — defused, not deflected.
A replacement dispatched to your policy with a sincere apology — the customer feels looked after, not processed.
A refund demand beyond your goodwill limit goes to you fast, with the full history and a suggested response.
Complaints are the messages most likely to be answered badly — rushed, defensive, or too slow — and the ones where that does the most damage. The work is a calm, human reply inside boundaries you've set, and the judgement to know which ones genuinely need you rather than landing on your desk by default.
The goodwill and refund limits we can resolve within, and the line past which a complaint comes to you. This is the most important part of the playbook.
How you want difficult messages answered — the apology, the register, the words you do and don't use. So a complaint reply sounds like you at your best.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
Complaints are handled through your coverage window. Anything arriving outside it is picked up when the desk opens, inside your plan's first-response target — and the difficult ones are prioritised.
Within limits you set, yes — that's what lets a complaint be resolved in one reply instead of waiting on you. You decide the goodwill and refund ceilings we can act within; anything above them, or anything unusual, is escalated to you with the full history and a suggested response.
Tone is the core of the playbook here. You tell us how you want difficult messages answered — the apology, the register, the words to use and avoid — and complaints are answered that way. The goal is a reply that sounds like you on your best day, not a defensive macro.
Anything beyond the limits you've set, anything getting genuinely heated, and anything that needs a judgement call only you should make. Those come to you fast, with the full thread and context — the routine ones are resolved for you, so your desk only sees the ones that truly need it.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and complaints draw from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the limits to set, and which plan fits.