# Best Complaint Management Software for Small Business

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   Products classified in the overall Complaint Management category are similar in many regards and help companies of all sizes solve their business problems. However, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small Business Complaint Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Small Business Complaint Management category.

In addition to qualifying for inclusion in the Complaint Management Software category, to qualify for inclusion in the Small Business Complaint Management Software category, a product must have at least 10 reviews left by a reviewer from a small business.





## Category Overview

**Total Products under this Category:** 49


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 32,800+ Authentic Reviews
- 49+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.



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---

## Top-Rated Products (Ranked by G2 Score)
### 1. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
  Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 7,270

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.3/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.3/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.3/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho (137,251 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,531 employees on LinkedIn®)
- **Phone:** +1 (888) 900-9646 

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Director
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 73% Small-Business, 24% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (710 reviews)
- Features (517 reviews)
- Ticket Management (377 reviews)
- Integrations (360 reviews)
- Intuitive (343 reviews)

**Cons:**

- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)
- Limited Customization (196 reviews)
- Complexity (191 reviews)
- Not Intuitive (181 reviews)

### 2. [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
  "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide."


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 6,482

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.3/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.3/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.4/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk)
- **Company Website:** https://www.zendesk.com
- **Year Founded:** 2007
- **HQ Location:** San Francisco, CA
- **Twitter:** @Zendesk (102,891 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/418095/ (6,662 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Customer Service Manager
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 45% Mid-Market, 41% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (532 reviews)
- Features (402 reviews)
- Customer Support (286 reviews)
- Helpful (280 reviews)
- Ticket Management (257 reviews)

**Cons:**

- Missing Features (217 reviews)
- Learning Curve (183 reviews)
- Limited Features (182 reviews)
- Limited Customization (159 reviews)
- Complexity (139 reviews)

### 3. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
  Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 6,894

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.6/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.7/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.7/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** https://www.salesforce.com/
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce (581,281 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Salesforce Administrator, Salesforce Developer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 41% Mid-Market, 37% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (1705 reviews)
- Features (1497 reviews)
- Case Management (1479 reviews)
- Efficiency (1297 reviews)
- Helpful (821 reviews)

**Cons:**

- Complexity (912 reviews)
- Learning Curve (787 reviews)
- Steep Learning Curve (628 reviews)
- Expensive (585 reviews)
- Missing Features (584 reviews)

### 4. [Freshdesk](https://www.g2.com/products/freshdesk/reviews)
  Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact - it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 3,652

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.7/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.6/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.8/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Company Website:** https://www.freshworks.com/
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc (19,028 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Manager, Owner
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 48% Small-Business, 40% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (352 reviews)
- Features (237 reviews)
- Automation (179 reviews)
- Efficiency (171 reviews)
- Ticket Management (170 reviews)

**Cons:**

- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)
- Ticket Management (93 reviews)
- Limited Features (89 reviews)
- Limitations (83 reviews)

### 5. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)
  ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 254

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.9/10)


**Seller Details:**

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** https://www.servicenow.com/
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow (54,113 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Telecommunications
  - **Company Size:** 60% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (34 reviews)
- Features (26 reviews)
- Efficiency (21 reviews)
- Case Management (20 reviews)
- Automation (18 reviews)

**Cons:**

- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)
- Limited Customization (13 reviews)
- Complexity (12 reviews)
- Improvements Needed (9 reviews)

### 6. [LiveAgent](https://www.g2.com/products/liveagent/reviews)
  LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 1,479

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10)
- **All-Employee Access:** 10.0/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 7.8/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 10.0/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [QualityUnit](https://www.g2.com/sellers/qualityunit)
- **Year Founded:** 2004
- **HQ Location:** Bratislava
- **Twitter:** @qualityunit (481 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3516632/ (58 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 67% Small-Business, 29% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (58 reviews)
- Features (48 reviews)
- Customer Support (45 reviews)
- Helpful (42 reviews)
- Efficiency (36 reviews)

**Cons:**

- Learning Curve (12 reviews)
- Missing Features (11 reviews)
- Not Intuitive (10 reviews)
- Steep Learning Curve (10 reviews)
- Integration Issues (9 reviews)

### 7. [Kapture CX](https://www.g2.com/products/kapture-cx/reviews)
  Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution empowers businesses to adapt to the evolving expectations of their customers, transforming standard interactions into exceptional experiences. By leveraging advanced technology and a customer-centric approach, Kapture ensures that every engagement is personalized and relevant, addressing the unique needs of each individual. Targeted primarily at businesses in sectors such as retail, banking, financial services and insurance (BFSI), travel, and consumer durables, Kapture serves over 1,000 organizations across 16 countries. This diverse clientele benefits from Kapture's ability to streamline customer interactions across various channels, including social media, email, chat, and voice. The platform is particularly valuable for companies aiming to enhance their customer service capabilities, improve satisfaction rates, and foster lasting relationships with their customers. Kapture's key features include intelligent routing, real-time analytics, and a unified dashboard that provides a comprehensive view of customer interactions. The intelligent routing system ensures that inquiries are directed to the most suitable agents based on their expertise, leading to quicker and more effective resolutions. Real-time analytics empower businesses to monitor performance metrics, identify trends, and make data-driven decisions to enhance service quality. The unified dashboard consolidates information from multiple channels, enabling support teams to respond promptly and effectively to customer needs. Utilizing Kapture offers benefits that extend beyond improved customer satisfaction. By providing tailored experiences and leveraging AI-driven insights, businesses can increase operational efficiency and reduce response times. Kapture's focus on context and intelligence in every resolution helps organizations not only meet but exceed customer expectations. This capability is particularly crucial in competitive markets where customer loyalty is paramount. Kapture distinguishes itself in the customer experience management category by combining advanced technology with a deep understanding of customer needs. Its omnichannel approach ensures that businesses can engage with their customers seamlessly, regardless of the platform, while its generative AI capabilities facilitate continuous improvement in service delivery. This makes Kapture an essential tool for organizations looking to elevate their customer support and create meaningful, lasting connections with their clientele.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 327

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.6/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.7/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 9.0/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Kapture CX](https://www.g2.com/sellers/kapture-cx)
- **Year Founded:** 2011
- **HQ Location:** Bangalore
- **Twitter:** @KaptureCX (142 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9310674/ (581 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Team Leader, Assistant Manager
  - **Top Industries:** Consumer Services, Pharmaceuticals
  - **Company Size:** 60% Mid-Market, 28% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (127 reviews)
- Features (92 reviews)
- Helpful (86 reviews)
- User-Friendly (78 reviews)
- Efficiency (76 reviews)

**Cons:**

- Slow Performance (58 reviews)
- Slow Loading (54 reviews)
- Slow Speed (46 reviews)
- Delays (42 reviews)
- Improvement Needed (39 reviews)

### 8. [Front](https://www.g2.com/products/front/reviews)
  Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-glass view of the customer boosts agent productivity by eliminating app switching and ensures responses are fast, accurate, and personalized. Unlike other customer service AI that takes a mistakes-first approach, Front AI starts smart and keeps getting smarter. We learn from every customer conversations in real time and help you scale safely from day one. Front's also easier to use and configure than legacy help desks, giving you unmatched control over your customer experience without relying on third-party consultants or IT resources. Trusted by more than 9,000 businesses including ClickUp, Uber Freight, and Reed & Mackay, Front serves up the efficiency and insights needed to keep your entire organization customer-first, every day. Plus, we care as much about our customers as you do yours: we provide industry-leading service to our entire customer base, regardless of your team size.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 2,397

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.8/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.2/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.9/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Front App](https://www.g2.com/sellers/front-app)
- **Company Website:** https://frontapp.com
- **Year Founded:** 2014
- **HQ Location:** San Francisco, CA
- **Twitter:** @FrontHQ (9,436 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/fronthq/ (524 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Success Manager, Account Manager
  - **Top Industries:** Logistics and Supply Chain, Computer Software
  - **Company Size:** 48% Small-Business, 41% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (340 reviews)
- Communication (258 reviews)
- Team Collaboration (258 reviews)
- Features (230 reviews)
- Email Management (190 reviews)

**Cons:**

- Missing Features (137 reviews)
- Email Issues (127 reviews)
- Email Management (107 reviews)
- Email Management Issues (78 reviews)
- Email Communication Issues (74 reviews)

### 9. [Hiver](https://www.g2.com/products/hiver/reviews)
  Hiver is a modern AI customer service platform built for fast-moving teams to deliver stellar service across channels like email, chat, voice, and more - all from a single intuitive interface. It’s a refreshing alternative to legacy helpdesks: simple to adopt, yet powerful enough for the most complex needs. At Hiver’s core is a powerful AI engine - intelligent agents that automate the busy work across the entire support lifecycle. Key features include omnichannel inbox, a searchable knowledge base, detailed analytics, workflow automations, and robust collaboration tools. AI is built into every stage of the support journey: AI Agents handle repetitive tasks like triage, AI Copilot assists agents with replies and context, and AI Insights surface trends that drive better decisions. Beyond its robust features, Hiver stands out for its 24/7 human-led support available on every plan, ensuring help is always at hand.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 1,251

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.3/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.3/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.3/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Hiver](https://www.g2.com/sellers/hiver-bd5d22b3-3d5d-4b36-90d9-e569926f1908)
- **Company Website:** https://hiverhq.com
- **Year Founded:** 2011
- **HQ Location:** San Jose, CA
- **Twitter:** @hiverhq (5,637 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1241281/ (284 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 66% Small-Business, 27% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (182 reviews)
- Team Collaboration (150 reviews)
- Email Management (131 reviews)
- Communication (105 reviews)
- Collaboration (82 reviews)

**Cons:**

- Email Issues (72 reviews)
- Missing Features (47 reviews)
- Limited Features (34 reviews)
- Slow Loading (32 reviews)
- Bug Issues (29 reviews)

### 10. [DevRev](https://www.g2.com/products/devrev-devrev/reviews)
  Computer is an AI teammate, by DevRev, that unifies your knowledge, automates work, and delivers Team Intelligence across every workflow. Unlike other AI tools, Computer connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, chats) into a single AI-ready source of truth: Computer Memory. This is achieved with our patented two-way sync engine, Computer AirSync. Computer doesn’t just find information. It takes action in your systems, automates workflows, and generates insights grounded in your complete business context. From automated ticket resolution to complex business analysis, Computer works alongside your teams through purpose-built apps and custom AI agents. Above all else, Computer brings people back together. By breaking down silos and connecting people, it ushers in the future of AI-human collaboration. We call this Team Intelligence. It’s time to stop juggling scattered tools and start focusing on what matters.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 182

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.2/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 7.5/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.1/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** https://devrev.ai/
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev (3,235 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (889 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** HR Specialist, Product Manager
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 54% Mid-Market, 34% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (54 reviews)
- Efficiency (51 reviews)
- Features (48 reviews)
- Helpful (40 reviews)
- Customer Support (29 reviews)

**Cons:**

- Missing Features (30 reviews)
- Limited Features (21 reviews)
- Lack of Features (19 reviews)
- Learning Curve (18 reviews)
- Not Intuitive (16 reviews)

### 11. [Cirrus Complaints Handling System](https://www.g2.com/products/cirrus-complaints-handling-system/reviews)
  The Cirrus Complaints Handling System is a comprehensive solution designed to streamline the management of customer complaints across various industries. It offers a centralized platform that enables organizations to efficiently track, analyze, and resolve customer issues, thereby enhancing customer satisfaction and ensuring compliance with regulatory standards. Key Features and Functionality: - Centralized Complaint Management: Provides a unified system for logging and monitoring all customer complaints, ensuring no issue is overlooked. - Automated Workflow: Facilitates the assignment and escalation of complaints to appropriate personnel, reducing response times and improving resolution efficiency. - Real-Time Reporting and Analytics: Offers insightful reports and dashboards that help identify trends, root causes, and areas for improvement. - Regulatory Compliance: Ensures adherence to industry regulations by maintaining detailed records and audit trails of all complaint handling activities. - Customizable Templates: Allows organizations to tailor complaint forms and response templates to align with their specific processes and branding. Primary Value and User Benefits: The Cirrus Complaints Handling System addresses the critical need for effective complaint management by providing a structured and efficient approach to handling customer grievances. By automating workflows and offering real-time insights, it empowers organizations to resolve issues promptly, enhance customer loyalty, and maintain compliance with regulatory requirements. This leads to improved operational efficiency, reduced risk of non-compliance, and a stronger reputation in the marketplace.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 23

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 8.9/10)
- **All-Employee Access:** 8.0/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.2/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 7.5/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [Cirrus Complaints Handling](https://www.g2.com/sellers/cirrus-complaints-handling)
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Company Size:** 52% Small-Business, 26% Enterprise


#### Pros & Cons

**Pros:**

- Case Management (9 reviews)
- Automation (3 reviews)
- Customer Support (3 reviews)
- Ease of Use (3 reviews)
- Features (3 reviews)

**Cons:**

- Integration Issues (3 reviews)
- Learning Curve (3 reviews)
- Difficult Learning (2 reviews)
- Limited Visibility (2 reviews)
- Complexity (1 reviews)

### 12. [UsefulFeedback!](https://www.g2.com/products/usefulfeedback/reviews)
  UsefulFeedback! is a cloud-based, highly configurable complaints management system designed to help organizations effectively capture, manage, and report on customer complaints and feedback across their entire business network. By automating the interaction and engagement process across all enterprise channels—including frontline employees, customer service teams, and external service providers—UsefulFeedback! enables businesses to enhance customer experience, improve service levels, and comply with regulatory requirements. Key Features and Functionality: - Case Management: Streamlines the receipt, allocation, and response to complaints and feedback, ensuring efficient handling across the organization. - Complaint Classification: Categorizes complaints to facilitate targeted analysis and resolution strategies. - Corrective Actions (CAPA): Implements corrective and preventive actions to address root causes of complaints. - Customer Complaint Tracking: Monitors the progress and status of each complaint to ensure timely resolution. - Feedback Management: Collects and analyzes customer feedback to drive continuous improvement. - Issue Tracking: Identifies and monitors issues to prevent recurrence and enhance service quality. - Quality Assurance Management: Ensures compliance with quality standards and regulatory requirements. - Routing: Directs complaints to the appropriate personnel or departments for efficient handling. - Self-Service Portal: Provides customers with a platform to submit and track their complaints and feedback. - Social Media Monitoring: Monitors and manages comments and complaints on social media platforms to maintain brand reputation. Primary Value and Solutions Provided: UsefulFeedback! offers a scalable, secure, and user-friendly platform that enables organizations to: - Enhance Customer Experience: By efficiently managing complaints and feedback, businesses can address customer concerns promptly, leading to increased satisfaction and loyalty. - Improve Service Levels: The system's comprehensive tracking and reporting capabilities allow organizations to identify service gaps and implement improvements. - Ensure Regulatory Compliance: With industry-specific templates and configurations, UsefulFeedback! helps organizations adhere to relevant regulations and standards. - Facilitate Root Cause Analysis: The platform's analytics and reporting tools provide insights into the underlying causes of complaints, enabling proactive measures to prevent future issues. By integrating UsefulFeedback! into their operations, organizations can transform customer complaints into opportunities for improvement, fostering a culture of continuous enhancement and customer-centricity.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 38

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.9/10)
- **All-Employee Access:** 7.9/10 (Category avg: 8.7/10)
- **Priority Case Alerts:** 8.2/10 (Category avg: 8.4/10)
- **Two-Way Communication:** 8.2/10 (Category avg: 8.5/10)


**Seller Details:**

- **Seller:** [iCasework Limited](https://www.g2.com/sellers/icasework-limited)
- **Year Founded:** 1999
- **HQ Location:** London, GB
- **Twitter:** @CivicaUK (4,000 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/icasework/ (3 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 50% Small-Business, 35% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (14 reviews)
- Features (11 reviews)
- Feedback (11 reviews)
- Customer Support (10 reviews)
- Integrations (10 reviews)

**Cons:**

- Learning Curve (6 reviews)
- Expensive (4 reviews)
- Slow Performance (4 reviews)
- Lack of Resources (3 reviews)
- Limitations (3 reviews)



## Parent Category

[Customer Service Software](https://www.g2.com/categories/customer-service)



## Related Categories

- [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)
- [Help Desk Software](https://www.g2.com/categories/help-desk)
- [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)



---

## Buyer Guide

### What You Should Know About Complaint Management Software

### What is Complaint Management Software?

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

- Improve communication to reduce support time and cost
- Increase customer satisfaction, engagement, and loyalty
- Identify problem areas in your brand offerings
- Adhere to regulatory standards for continuous improvement

### Why Use 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.

### Who Uses Complaint Management Software?

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.

### Complaint Management Software Features

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](https://www.g2.com/categories/live-chat)), 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](https://www.g2.com/categories/crm), [customer service software](https://www.g2.com/categories/customer-service), 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](https://www.g2.com/categories/email) or [help desk software](https://www.g2.com/categories/help-desk). 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](https://www.g2.com/categories/knowledge-management), 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.