Resolve complaints faster by understanding them the moment they arrive
Sift analyses customer complaints to extract the core issue, severity, desired resolution, and emotional tone so your team can respond with precision and empathy.
The problem
Complaints arrive as emotional, unstructured messages. Agents spend time interpreting what actually happened, what the customer wants, and how urgent it is. Slow resolution escalates frustration and drives churn.
The solution
Sift reads the complaint, separates the factual issue from the emotional context, identifies what resolution the customer is seeking, and flags the severity level. Your team responds to the right problem with the right tone from the first message.
See the extraction
What users type
What you get
Late delivery, damaged product, wrong flavour (chocolate vs vanilla)
£85 — total loss
Full refund AND replacement by this weekend
Critical — churn + public review threat
Angry, frustrated, escalation-ready
Why teams switch to Sift
Understand before you respond
Agents see the structured breakdown — what went wrong, what the customer wants, and how they feel — before typing a single word.
Escalation prevention
High-severity complaints with public review or legal threats are flagged immediately for senior team intervention.
Faster resolution cycles
Clear issue identification means agents resolve the right problem first time instead of going back and forth.
Pattern detection
Aggregated complaint data reveals systemic issues (delivery partner, product defects, billing errors) before they become crises.
The numbers
50% faster
Resolution time
Structured issue extraction eliminates the interpretation phase, letting agents act immediately.
Down 40%
Escalation rate
First-contact accuracy improves when agents understand the full picture before responding.
Up 25%
Customer retention
Faster, more empathetic resolution converts angry customers into loyal ones.
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Use Cases
Sift analyses free-text support tickets in real time, extracts priority, category, and sentiment, and routes them to the correct team instantly.
Customer FeedbackSift analyses free-text customer feedback to extract sentiment, feature requests, pain points, and praise so product teams can prioritise what actually matters.
Incident ReportsSift extracts incident type, location, people involved, timeline, severity, and corrective actions from free-text incident reports for compliance and rapid response.