Design and Implementation of a Social Media Complaint Management System

Abstract

This research explores the integration of complaint management systems with social media platforms, adopting a hybrid strategy that combines server-side and client-side processing for optimal efficiency and user engagement. The study emphasizes the development of a user-friendly complaint filing system with a focus on administrative control, social media integration, security, and compliance. Findings, derived from group focus interviews and rigorous validation testing, underscore the significance of user-friendly interfaces and the seamless integration of popular social media channels. Real-world challenges, including technical constraints and scalability concerns, are effectively addressed, leading to practical solutions. The successful incorporation of social media platforms as complaint channels exemplifies an innovative approach to collecting and addressing feedback in the digital era. The research provides essential view for software developers and organizations seeking to enhance their complaint management systems. It highlights the paramount importance of user-centric design, social media integration, and stringent security measures. The study's implications extend to stakeholders, including researchers, practitioners, and organizations, offering actionable insights into improving complaint management procedures, elevating user experiences, and fostering heightened customer satisfaction. The recommendations emphasize scalability planning, administrator training, and a continuous improvement mindset. Future studies are suggested to explore security and compliance frameworks, scalability optimization, and integration with Customer Relationship Management (CRM) systems. Overall, this study contributes significantly to advancing complaint management practices in the digital age, aligning them with contemporary trends and technology-driven solutions.