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Lodge consumer complaint in consumer forum & consumer court

Felicitations to our development team! They have added one more module in our Voxya platform. As you all know that Voxya is a platform for resolving consumer complaints quickly, so we have extended the platform to include one more obvious user in the ecosystem, i.e. Lawyers. Now, advocates can register on our website and can provide assistance to needy consumers. They can lodge consumer complaint in consumer forum and consumer court on consumer’s behalf. Presently, there are no charges for consumers to post & resolve their consumer complaints online at Voxya. Similarly, consumer forum lawyers will be able to register free on the website.

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If you are an advocate then you can register yourself at Voxya.com by going to any complaint or company page and then clicking “Help Consumers” link there. You will be presented with a form asking for personal & professional details. Please note that we are doing manual screening and approval for new lawyer accounts at our platform so be ready to provide additional details like Bar council number, name of the State Bar, name of the Bar Association, Bar Council ID etc.

Once you are registered as lawyer, you can start helping consumers to lodge consumer complaint in consumer forum. As a lawyer you can decide and charge fee from consumers directly for providing your legal services. Though no one has registered as lawyer yet (as on date 23rd Feb 2017) to lodge consumer complaint in various consumer forums but we hope that very soon we will start getting help from advocates. We are hoping that this addition in our platform will make the entire ecosystem robust, efficient and speedy.

If you have any questions regarding this, please do not forget to contact us here. Also please feel free to lodge your complaint online. We are here to resolve your complaints!

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RedBus online consumer complaint resolved

Hurrrray!! Once again we have successfully resolved a RedBus online consumer complaint by using our unique platform. On Monday, Rani Subramanian filed an online consumer complaint at Voxya.com against RedBus. She booked a bus ticket through RedBus to travel from Chennai to Tirunelveli and paid Rs.1799/- for the ticket. But due to some fault in the RedBus system she did not receive any e-ticket.

When she contacted support at RedBus they told that since confirmation of ticket was sent to her by the system so the amount cannot be refunded. She also tried to cancel the ticket at RedBus but it did not work. After trying everything, she decided to post online consumer complaint at voxya.com. You can check her original complaint posted here: http://voxya.com/view-complaint/e_ticket-not-issued-but-amount-debited-on-booking-bus-ticket/155

On receiving the RedBus online consumer complaint, we started a social media campaign and contacted RedBus. Also, like always, we requested customer to share her complaint via social media platform like Facebook and Twitter.

RedBus complaint resolved

Within just two days time, the customer received a refund from RedBus in her account and we have received a “Thank You” email from Rani Subramanian. Again we have successfully resolved another consumer complaint at our platform! We are happy that we are able to help consumers and resolve consumer complaints quickly 🙂

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How companies should resolve consumer complaints

If you are a company or brand, you should admit that mistakes happen. You might be 99% perfect but still that 1% figure leaves enough space for lot of unhappy customers. So, resolving consumer complaints are important to succeed in business.

When you get a consumer complaint, you can either lose an angry customer or choose to hear him patiently, and get a brand advocate for life. Actually the companies should regard customer complaint as an opportunity. If an annoyed customer is successfully pacified then there are chances of building trust and long-term relationship with him.

It is not necessary that companies should invest a lot for resolving consumer complaints. Even very simple steps can make huge difference. Lets see how companies and brands can easily resolve consumer complaints:

1. When an upset customer tells his story, the companies needs to hear him with all ears. Anger can recede rapidly if someone listens to a customer’s grievance.

2. Empathize with the customer. Brands should understand the emotions of the customers, and let him know that his pain (grievance) is genuine.

3. Apologize sincerely. Customer does not always need compensation, instead they want an apology from someone who has authority in the company.

4. Act quickly to resolve the issue. The companies should allow their customer service teams to offer discounts, compensation and gifts etc to convert the unhappy customer into satisfied advocate.

5. Cure the problem. For becoming successful business, it is important to find out the real reason why that mistake occurred. Any faulty process should be removed or modified so that mistakes should not get repeated.

Finally, it may seem easier to let an angry customer go and focus on new customers. But successful businesses know the power of customer satisfaction to achieve better customer retention.