What’s the best practice for complaint resolution workflows?

Best practice for complaint resolution workflows starts with immediate suppression of the complaining address. This prevents further damage while investigation proceeds.

Investigation should identify patterns: Did complaints come from a specific campaign, segment, or acquisition source? Is there content that triggered complaints? Are certain send times or frequencies associated with higher complaints?

Resolution involves addressing root causes identified through investigation. This might mean improving targeting, adjusting content, cleaning problematic segments, or fixing consent issues. Document changes and monitor subsequent campaigns to verify improvement.