This is a fictitious cable company that provides digital cable and internet access services. The manager wants a complaint logging system that will be able to capture all customer complaints and queries. Upon receipt of a complaint, a customer service representative will log the complaint and assign or schedule a service technician to visit the site to rectify the issue.
- Authentication and Authorization
- Complaint logging system
- Customers should have the ability to query account status
- payment status
- amount due (if any)
- payment due date
- Customers can view complaint history, last response date and who provided the response
- Customers can view a specific complaint and all its associated responses
- Customers can view a list with details of past payments
- Customer Representatives can view services on the dashboard along with the number of resolved and outstanding complaints
- Customer Representatives can view all customer complaints relating to a particular service, e.g., All complaints relating to Broadband
- Customer Representatives can assign a complaint to a technician
- Technicians can view a particular Customer complaint and the details relating to that issue so that they may prepare a response
- When viewing specific Customers’ complaints, a Representative should see Customers’ details to include:
- Customer ID
- Name (first name and last name)
- Email address
- Contact number
- Type of issue
- Details of the issue
- Technicians can indicate their availability for a live chat session, so that Customers can initiate a live chat session
- Technicians can participate in a live chat session with Customers
- Customers can initiate a live chat with a Representative