Complaint Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Complaint management software is used to accept, categorize and track customer complaints from initiation through resolution. It provides a means to link issues to customers so they are notified when their complaint has been addressed, prioritize complaints using a variety of criteria, alert service personnel and deploy assets to solve those issues, and keep records of complaints for further analysis.
Complaint management software is nearly always owned by customer service and support teams, but other departments and job functions generally have access to it as well; complaints can be relayed at any customer interaction, and employees need the ability to create a record. Complaint management software is therefore usually integrated with CRM software, help desk software, and customer self-service software. Some vendors built complaint management directly into these or other related systems.
To qualify for inclusion in the Complaint Management category, a product must:
It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F
Investigations are complex. We make it easier to manage them. i-Sight case management software simplifies the process of tracking and managing investigations, and gives you the reports you need to analyze results, demonstrate trends and prevent losses. Create new cases quickly and easily, collecting all complaints and case-related information from any intake stream into one central file. Manage investigations with workflow rules that create a logical, structured process and all case informati
RingCentral Engage Digital enables companies to manage all their digital customer care channels within a single platform. As a result, agents can manage multiple channels through a unique interface, increasing their response speed, streamlining resources allocation and leveling the flow during peak periods, ultimately impacting customer satisfaction. Over 13.5 millions messages coming from various sources (email, chat, messaging, social media, etc.) are categorized, prioritized and dispatched t
Complaints Pro is a cloud software that helps you handle every customer complaint timely and efficiently, then it aggregates customer insights empowering you to improve your products and processes.
Manage and automate the entire complaint lifecycle. Quantivate Complaint Management Software is a simple and effective SaaS solution that automates the process of Complaint Management.
Everest Complaint Management System is an effective resource for building customer relationships by engaging with your customers and providing timely responses to customer feedback. Flexible workflow, built-in correspondence and extensive reporting are among the many features that will streamline your business.
HappyFox Complaint Management Software lets you gather all your customer complaints into one common help desk system where you can categorize, assign and resolve all these complaints with ease, without having to struggle with a cluttered inbox filled with customer emails.
In a fast-paced regulated environment, you need to be able to collect customer complaints, categorize the incidents, and process them for a timely and effective disposition. You also need to be able to track the complaints, escalate them if necessary, and identify any correlation or related quality events to get the big picture. MasterControl’s robust complaint management system is designed to address all of those needs every step of the way, from the complaint input through disposition and reso
Sparta Complaint Management solutions are highly flexible and integrate with your quality management system. Additionally, no matter your industry, our solutions automate and centralize your compliants intake process, so you're more efficient at handling and correcting customer issues to improve product quality and your brand reputation.
UsefulFeedback!, an on-demand customer complaint and feedback management software solution by iCaseworkTM, is specifically designed for capturing, managing and reporting on complaints and feedback across your entire business network. Our wide range of industry specific templates will enable your organization to adhere to regulations, improve service levels and enhance the customer experience.
Workpro complaints management software enables you to record, manage and report all complaints and customer feedback in one easy to use system. Workflow tools guide users through the correct procedure, improving service and productivity, as well as management visibility and reporting. Workpro comes ready to go with a configurable 3-stage complaints process out of the box, and the ability to add more case types at any time. Cloud or on-premise hosting available. Workpro is developed by CAS Ltd
For the service team at a customer-facing company, fielding customer complaints is a routine part of the job. These issues can include anything from technical support problems to negative feedback about product features. Depending on the size and reach of a business, there may be hundreds or even thousands of complaints to manage and—hopefully—resolve in a way that leaves everyone feeling satisfied. Customer complaint software is designed specifically for these matters, allowing support teams to centralize these issues, sort them, and gain insights from them en route to their timely resolution.
Depending on the structure of your support department, you may have an extensive team to handle complaints from live callers and collect customer feedback from other sources. As your customer base grows, you may receive customer complaints from various sources and at a rate that makes it difficult to resolve issues in real time. The complaint management solutions in this category help to document, sort, and prioritize this feedback so the support staff can track and resolve them in the order that makes the most sense. Additionally, these tools can often generate valuable data about problem areas or risk factors within products or services. This information can be used to find and fix the root causes of customer experience woes so future users will not encounter the same problems.
Key Benefits of Complaint Management Software
Quality customer service is often what separates a good company from a great one. Unfortunately, it is an overwhelming task in many cases, especially for startups that are constantly troubleshooting and evolving their products or services and established companies with a global base of users. Modern complaint management systems provide in-depth assistance with support processes, helping ensure that customer complaints are addressed one by one. When done properly, this can increase customer satisfaction and strengthen customer relationships, while also identifying and tracking the source problems behind negative feedback, so the appropriate team can resolve them.
Managing complaints is not only good for your business and its customers but is required by various regulations and standards. For example, ISO 9001 certification requirements include the continuous improvement of products or services based on customer needs and standards. The management solutions in this category help businesses across a number of industries ensure regulatory compliance. Proper compliance with these various standards can help organizations avoid legal troubles while continuing to improve product quality and customer loyalty along the way.
The process of monitoring and resolving customer feedback is crucial to the whole of an organization. A brand’s reputation and continued success relies heavily on how it manages the complaint process, interacts with its clients, and sees to the continued improvement of products, services, and processes. A specialized case management tool that focuses on this workflow can benefit everyone in an organization, from the service desk to the CEO.
With that said, the ideal users for customer complaint management software are product support or customer support teams. As complaints and support issues are collected from multiple channels, this timely feedback will be shared with the individuals to whom it is most relevant.
Customer service — A company’s service staff is the primary liaison between a brand and its distributed customer base. Traditionally, this process entails phone calls, email exchanges, or live chat conversations where they can manage customer questions and offer real-time support for any product-related issues. These days, this can also involve tracking complaints or questions from other sources around the web, such as social media platforms.
Using the platforms in this category, support teams can streamline the process of tracking customer complaints, as well as the service processes or actions that are taken in response to each situation. In many cases, support teams will need to prioritize or escalate certain complaints based on urgency or severity and reassign these matters to others within the team or across the organization. For example, a service member may need a manager to review a particular issue and give their input on handling the matter. With the case management features on certain platforms, customer service professionals can conveniently organize each complaint with notes, tags, or complaint status details and assign them to the correct employee for review.
Product support — In various scenarios, the customer service team will come across noteworthy complaints about products or services that should be brought to the attention of developers or product engineers. For instance, if a user discovers a glitch in a product’s reporting features, the product team may need to create a fix before the ticket can be properly resolved. In these situations, the customer service team needs to inform relevant parties as quickly as possible. Users may choose to simply relay complaint details through external channels or transfer the details to the appropriate parties directly on complaint management tools.
For these reasons, individuals on the product support team may choose to create accounts on these platforms so they can remain in the loop about complaints as they arise. In addition to general awareness of issues or assisting with their resolution, these tools may offer reporting capabilities that can help this team improve their solutions and stay ahead of future problems. This data may offer insights, such as the most common complaints or product features that are mentioned in negative feedback on social media or elsewhere on the web. Depending on the structure of your business or the products you offer, complaint data may also be relevant to others in the supply chain. Managers or administrators may choose to create accounts for different employees based on the specific management processes of the company to help manage complaints and resolve issues as needed.
The solutions in this category offer diverse feature sets designed for complaint case management, reporting, and resolution. In a number of cases, these products fall into more than one software category and can serve more than one purpose for your organization. The following are some common features you may encounter when researching products that can help you manage customer complaints and respond with the appropriate measures both externally and internally.
Complaint tracking — Depending on your customer support systems and your other sources of collecting feedback (e.g., hotlines, web forms, social media, live chat software), you may encounter hundreds or even thousands of cases in need of attention. Many of the solutions in this category allow for accurate documenting and tracking of these customer complaints, accessible through an intuitive dashboard. These dashboards may include capabilities like searching, filtering, and assigning of cases based on review from managers or the support staff. Each individual case will include the relevant information for the user, such as customer contact details, the specifics of the complaint, and notes on any actions being taken in response. They may also include case priority or urgency tags that can help determine the turnaround time for resolutions and the order in which the support team should handle each task.
For the best possible complaint tracking, these tools may allow for certain stages or escalations to be established by the administrator, which neatly lay out the process for conflict resolution. For instance, stage one may be for complaints that were just received, stage two for cases that are reviewed and assigned to a specific employee, and so on. Along the way, users may establish a target time for completion and recording of case outcomes. Certain platforms include a time-stamped audit trail that identifies anyone who creates, modifies, or closes an electronic record of a complaint as well as any changes made along the way. When tickets are assigned to new participants or deemed a high priority by a manager, the platform may send alerts or notifications to the appropriate parties so they can get to tickets in a timely fashion. Within individual tickets on these platforms, users may also be able to create, manage, and schedule subtasks with individual handler assignments and due dates.
Because of the valuable data generated from these customer interactions, a number of complaint management systems include integrations with popular CRM software, customer service software, or other relevant platforms. Once the appropriate systems are connected, data may be automatically extracted onto related platforms as it is collected. This data may be related to customer accounts or the specific product features being discussed, among other things.
Follow-ups — Once complaints are categorized, prioritized, and assigned within a complaint management platform, you may find tools that assist with customer follow-ups as issues progress through the correct workflows. Good correspondence is essential to customer relations, especially when dealing with the emotions and frustrations of negative experiences associated with your products or services. With that being said, a number of complaint management products include features for scheduling and sending thoughtful follow-ups, whether through external messaging software tools or directly through the platform itself. This may involve messaging templates, reminders, and integrations with your team’s existing software stack such as email software or help desk software. Depending on the scope and timeframe for a ticket, you may send a handful of follow-ups or simply a final message once a ticket is resolved. Working within these platforms can help service teams plan the optimal approach and ensure smooth, productive communication with your customer base as complaints are reviewed and resolved.
Product and customer insights — As your company identifies and addresses issues related to your products or services, there is a wealth of valuable data to be collected with regard to correcting the problem and appeasing your customers. Reporting features on some complaint management tools offer analytics that measure trends and help draw insights that can benefit the company as a whole. This may entail root cause analysis, which can help identify areas most likely to cause dissatisfaction among customers based on past and ongoing complaints. Product teams may be especially interested in complaint data as it can pinpoint areas for improvement, gaps in service, and areas of risk so they can be prioritized in product workflows. This information may be available in customizable reports, which can be shared with the appropriate employees or teams, or simply exported onto other systems for future reference.
In addition to internal improvements, the data that is generated on these platforms may be useful for demonstrating compliance and customer support actions to regulatory agencies. Information such as average time to close tickets and the rate at which specific complaints are reduced can conveniently demonstrate process compliance and support efficiency to managers and oversight committees alike. This can be especially useful within industries that have a significant health or safety component related to products or services.
Knowledge base — Handling customer complaint scenarios will often require specific product or other company information, whether as a complete solution to the problem or as a supplement to the decided-upon actions. Complaint management platforms may integrate with or offer features of knowledge management software, which can help centralize resources for frequently asked questions, how-tos, and other useful information assets. In many cases, customer complaints are based around user experience challenges or troubleshooting problems that can be detailed for easy reference on support knowledge bases and accessed by customer service teams or the customers themselves. In other cases, complaints may stem from complex issues that need to be walked through step by step, and support teams may leverage knowledge bases to help connect the dots and accurately deliver this information as needed. Knowledge bases not only provide a central repository for this situational information but, in some cases, may store multimedia that can be accessed or shared to help resolve conflicts. The faster that support experts can identify the underlying causes and solutions to customer issues, the faster they can respond to customers with this information and successfully close their complaint tickets. Knowledge base features or integrations with knowledge managers can facilitate the storage of and access to this information.