With our professional complaint handling service, you can prevent issues from escalating and retain more customers. A complaint is often a sign that there’s room for improvement in your organization. With MisterChat, you can outsource your complaint handling to a professional customer service team that’s available 24/6 via phone, chat, email, and WhatsApp. You decide which complaints we handle, which channels we use, and how we support your internal team. You stay in control, while we ensure that no complaint goes unresolved.
By outsourcing your complaint handling to a specialized team, you ensure that every complaint is resolved quickly and personally. At MisterChat, one principle is central: every interaction must be both professional and personal. We make sure customers feel taken seriously, especially when they’re dissatisfied. We listen, ask follow-up questions, clearly explain what’s happening, and keep customers informed of next steps. At the same time, we help you improve the way you manage complaints systematically. Our trained customer service specialists are experienced in handling both questions and complaints; we use modern customer contact systems and reports to gain insight into volumes, turnaround times, and recurring issues; and we actively contribute ideas for process improvements based on customer feedback.
You immediately benefit from a team that handles complaints and complex customer cases daily. You no longer need to invest in recruiting, training and development of your own full complaint department.
An external customer service can often be cheaper than setting up your own team. You save on fixed salaries, infrastructure and software, while still benefiting from professional systems and processes.
You can easily scale up and down during peaks in complaints, campaigns, seasonal pressure or incidents, without the hassle of additional contracts or temporary staff.
With clear reports, you see exactly which complaints arise, where processes fail and what improvement opportunities exist. That helps you work structurally on customer satisfaction.
For retailers, brands and SMEs, a complaint is often personal. One bad experience can cost you a customer ‘for life’, or it can make you a fan if you resolve it well.
We’ve been rated 9.4 out of 10! And a whopping 97% of our customers come back for another request. Read their reviews here.
9.4 / 10
The cost of outsourcing complaint handling depends on your situation. Instead of fixed payroll costs, with MisterChat you only pay for the capacity you actually need.
Key factors include:
MisterChat receives complaints on behalf of your organization, listens to the customer’s story, asks clarifying questions, and clearly explains what options are available. We make an appropriate proposal within your complaints policy, document agreements, and monitor follow-up. Where necessary, we coordinate with your internal teams (for example logistics, support, or finance), so customers don’t have to keep calling or emailing.
Outsourcing complaint handling gives you time, peace of mind, and professionalism. Instead of your team having to handle all complaints alongside their daily work, MisterChat takes this over structurally. Customers get a quick, personal, and clear response, complaints are less likely to escalate to angry reviews, and you retain more customers.
The rates for outsourcing complaint handling depend on several factors, such as the number of complaints per month, the channels you want to use, desired opening hours, and whether we only handle first-line resolution or also complex cases and escalations. During a no-obligation meeting, we map out your situation and you’ll receive a clear quote, so you know exactly what to expect.
Yes, you can. Some organizations choose to outsource only part of it. Others prefer to fully outsource first-line handling and keep only escalations in-house. This way you can start comfortably and expand once you see it’s working for your organization.
Our goal is to make your customers feel like they’re speaking with your own organization. That’s why we work with a consistent tone of voice, scripts, and guidelines that we develop together with you. Employees are specifically trained on your brand, products, and policies, becoming a true extension of your own team.
We can handle complaints through the channels that matter to you: email, phone, LiveChat, WhatsApp, social media, and, where needed, your own ticketing system or complaint portal. Together, we determine which channels we actively monitor and what response times apply, so customers experience the same quality everywhere.
Our customer contact specialists are trained in conversation techniques, conflict management, and handling difficult conversations. We work with clear guidelines for empathy, explanation, and solution directions, but no “cold scripts”.
Yes. You receive periodic reports including complaint numbers, themes, processing times, channels used, and outcomes. Based on these, we identify trends and improvement opportunities in processes, products, and communication.
That depends on the complexity of your policies and systems, but typically we can go live within a few weeks. During that time, we analyze your current complaint flow together, translate your policies and guidelines into practical scripts, set up systems and channels, and train the team on your brand and cases. After that, we often start with a pilot so we can scale in a controlled manner.
