25+ Best Complaint Management System For Business
Finding the best Complaint Management System for your business is now faster and easier! Compare prices, reviews, features, and get free consultation to find the perfect software.
Customer support and satisfaction is one of the foundation pillars of every business. It is essential to handle and resolve customer complaints as fast as possible. This is where the concept of customer complaint management enters the frame.
Complaint management is a method procedure to capture, acknowledge, report, resolve, and follow-up customer complaints. This was conventionally done on-paper by most of the businesses. Although the paper-based complaint management system is now old-fashioned, less efficient, and dispersed. It is now in favor of your business to automate the complaint management system using electronic alternatives such as customer complaint management software.
The Need for such a system
Mistakes are inevitable in every business, and it is only by the feedback of the customers that the service provider realizes faults in the product. Also, when people are becoming more and more vocal on social media, unsatisfied customers can bring serious harm to the brand image in the market.
The situation is not probable when your customers are satisfied with the company’s service and support. However, the customer complaint can reach you through many different passages like phone, email, sales reps, internal employees, etc. So, keeping track and sync of all such channels is a tedious job if you’re doing it manually or on-paper. Having a customer complaint management system in order will unify these passages. Hence, no complaint goes unheard or falling through the cracks.
Not only this, but the information captured by the complaint system is useful in making improvements in the process or the product itself. Besides, using software for registering grievances helps you keep track of the past mistakes, and measure the amount of improvement achieved by resolving the complaints.
There are a lot of moving pieces in a complaint management system, and an ideal complaint software is one which unifies the dispersed parts.
It is the core feature for every customer complaint management software. The process/feature allows complaints from different channels like emails, phone, etc. to be stored in one place. The name is so because the complaints can be converted to tickets, i.e., a small card-like note known by the keyword of the complaint. Moreover, this feature is also for keeping the support team on one page. That is, the agents don’t waste time on checking that no one else is working on the same ticket as they are. Also, it is favorable that feature helps to merge the same kind of tickets, save, and reuse the reply for them.
Customer support is not always new tasks; there are a lot of repetitive jobs to do which are equally important; like following-up with the customers or filtering priorities. The software is worth something when it can save your time on such tasks. It can be achieved by automatic assigning of tasks to admin-specified agents. That is, assigning the tasks to specific agents based on their expertise, the query subject, the language used, etc. as specified by the admin. Also, the feature able to track and distribute the workload equally among the agents is beneficial in reducing the work-stress on employees.
A support supervisor has the most use of such a feature as they spend a lot of time gathering & studying the data and presenting the findings based on data. The intelligent reports and metrics feature in the software allow less time spent on the collection of data and more time resolving the bottlenecks in the system. By having automated and scheduled reports on how much time a team takes to resolve the complaint, what is the average time of response on a ticket, etc. the support can improve better. Also, metrics like the highest traffic day of the week or the highest traffic hour of the day can help to manage the schedule of the team accordingly.
It is of the essence that any software used with your business is customizable, and so goes with customer complaint software. It is due to the factor that software should be able to adapt to the requirement and work-flow of your business. The system must allow customizing the ticket labels, SLA, employee access, etc. Moreover, every company has its way of working, so the complaint software must be flexible to the needs of the organization. Not only this, but custom templates for surveys, reports, feedback, tickets, etc. are of prime value.
The complaint software used for your business is going to have access to sensitive data like employee information and customer information like email-id, phone numbers, etc. So, it is of utmost importance that you trust the software, and the software vendor ensures security. Also, the complaint software must allow you internal restricted access. That is, only specified personnel and office computers have access to it ensuring prevention of data-leak.
Knowledge base creation:
There are always some basic and common questions or complaints regarding a product. Whenever a customer enters the complaint registration portal, if they can easily find the answer to basic queries themselves, it saves you time. Besides, it entails a sense of personalization in the customer, which is another crucial aspect of customer satisfaction. So, if the complaint management tool allows the creation of a knowledge base, then it is close to perfect.
Social Media Monitoring:
This feature is associated with the cloud-based complaint management system. As social media is a significant factor contributing to the marketing of your brand, it is also a great platform of complaint submission. Thus, social media monitoring becomes a useful tool in complaint management software.
Survey management feature allows the company to conduct, analyze, and manage customer satisfaction surveys. These surveys can help in identifying the trends in the complaints and resolve the errors in the services.
Live chat support:
This feature is a trending one in the internet powered generations of software. A live chat with the customers ensures that their queries are not only heard but taken seriously, which in turn improves customer satisfaction.
Different integrations help business tools to be versatile and improves performance. Not only does it allow various tasks to be performed on a single window but enhances the productivity of the business.
There are reasons why paper-based complaint systems are now surpassed by customer complaint software. Some of these benefits of using a customer complaint management system are as follows.
Using software for capturing customer complaints is useful for time management. That is, a paper-based complaint management system will make you spend time on gathering complaints through different channels, sorting them, and prioritizing them. That left the team less focussed on solving the problem and more on piling them up.
Ease of monitoring:
When your supervisor wants you to report how many complaints were resolved last month, rather than calculate or fish through files and folders, pull it out from the software. Hence the ease of monitoring is delivered and helping to make informed decisions.
The confidentiality of complaints cannot be treated lightly, especially in cases like harassment, bullying, medicinal failures, etc. Here, a complaint software allows to restrict access to particular subjects of complaints and preserve their confidentiality.
Using a customer complaint tool will ensure automatic forwarding of the matter if the complaint is not solved within a specified time-window. Not only does it keep the team accountable for the complaints, but it helps to improve customer service.
If a complaint is registered and is solved satisfactorily, the company gains the loyalty of their customers, which helps to promote your brand in the real market. Besides, other customers, see how you care for the service improvements, they will automatically gain you more organic customer base.
With increasing applications employing the internet, the market of customer complaint management software is moving more towards cloud-based tools. Such software includes centralized cloud storage for saving all the data, which facilitates massive data processing to be quick. Also, internet accessibility brings easy add-on and more integrations for businesses.
The cloud deployed software are becoming trendy, also because of the flexibility they have. The software can be customized to suit any category of the market divisions. Also, the complaint system market can be divided on several bases like deployment, industries, and size of enterprises. Hence the versatility of the software is increased.
Cloud-based Customer Support Software
Deliver exceptional customer service with Freshdesk Online Customer Support and Help Desk. Freshdesk is the customer support software that gives you everything you need to delight your customers. View Profile
System by Zendesk
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers.
System by MasterControl, Inc
MasterControl is a highly efficient DMA that renders goal-specific services. The inter-linked solutions of this document management software help to do needed document editing at any time. You can also share the documents across the teams.
System by HappyFox Inc.
Happyfox is a web-based help desk software hosted on the cloud. It tracks and manages customer request coming from multiple channels like email, phone, facebook and chat through a centralized helpdesk ticket management system.
System by Sparta Systems, Inc
Sparta Systems is an intelligent solution for complaint management. Provide robotizing the complaint management with incorporating them into a quality system. Can give better support of their clients and enhance quality procedures to moderate any further client complaints.
System by Intelex Technologies Inc
Intelex is the most trusted solution for compliance management solution. It helps more than 1 million users across the world. Effectively improve customer relationship and track the customer complaints and all relating follow-up activities, including any subsequent nonconformances.
System by AssurX, Inc.
AssurX is a change management system for managing evaluation, planning, implementation, and documentation. Serves the way of functionalities i.e robotize organization process, streamline, control of companies groups, plants and countries, visibility and fast performer.
System by ComplianceQuest
ComplianceQuest is a fully featured Quality Management & Control Software designed to serve Enterprises, Agencies. ComplianceQuest provides end-to-end solutions designed for Windows. This online Quality Management & Control system offers Corrective and Preventive Actions (CAPA), Document Control, Supplier Quality Control, Risk Management, Training Management at one place.
System by Pilgrim Quality Solutions, Inc
SmartSolve is the fastest solution for compliance management. Understand the reporting dashboard throughout the global marketplace. It streamlines compliance with examination and determination work process automatically. Issues and adverse events are immediately raised to the correct workforce for examination.
System by Quantivate
Quantivate is a state-of-the-art VMS vendor management system designed to help businesses manage risk, compliance, & governance in one centralized system. This integrated software is known for its scalability, configurability & flexibility. Offers a free demo.
System by LogicManager, Inc
LogicManager has automated solutions for compliance management; with on and off changes and advancements having automated compliance management software is a must to reduce effort and increase productivity.
System by Zoho Corporation Pvt. Ltd.
Zoho Assist is a Remote Desktop Software that supports customer at a remote location through a secure connection. It helps IT help desk to resolve customer's issue at an instant and manage computers to solve queries efficiently.
System by SalesBabu
Online software by SalesBabu is one of the best CRM software for On-Demand Sales Force Automation. This web based CRM Software helps you automate and streamline your complete sales process integrating with other sales tools as well.
System by Computer Application Services
Workpro Complaints Management is a fully featured Complaint Management Software designed to serve Enterprises, Startups. Workpro Complaints Management provides end-to-end solutions designed for Web App. This online Complaint Management system offers Case Management, Customer Complaint Tracking, Quality Assurance Management, Feedback Management, Corrective Actions (CAPA) at one place.
System by Qualityze
Qualityze EQMS is a fully featured Document Management Software designed to serve Startups, Enterprises. Qualityze EQMS provides end-to-end solutions designed for Web App. This online Document Management system offers Offline Access, Collaboration Tools, Compliance Management, Document Assembly, Supplier Quality Control at one place.
System by Himalayan IT Solutions
This is a system that systematizes your business tasks of sales, such as order information sharing, processing, control, contact management,inventory monitoring, order tracking, etc... Also, it is a simplifies solution for all.
System by Quality Unit
LiveAgent is a fully equipped help-desk and live-chat software. LiveAgent enables you to streamline all your communication channels into one universal inbox which can be accessed by your whole customer support team.
The industry's first context-aware help desk
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
Simplifying Society Operations
SocietyConnect is India's leading Apartment & Housing Society Management Software with a Private Portal for Apartment Complex Members, Best in Class Management Tools and 100% Compliant Accounting Software with Online Payment Gateway Integration and Security management.
Raiseaticket Help Desk
A cloud-based help desk solution that's powerful, insightful and easy to use. Raiseaticket platform is an enabler for service and support centric approach for your customers. Get started for free.
Make your Society Smarter
iSocietyManager is unified Facility and Resident ERP System to manage all your society operation with easy access through Mobile App for Resident, RWA, Facility, and Technicians. It provides the analytics to management to help in taking better decision making like Vendor Performance, Budgeting, PPM, Alerts on Minimum Stock Level.
Visitor, Society & Accounting Management System
Experience world-class technology that is built to make your community living more convenient and more secure. It’s easy to use, available in all local languages and made for all!
Field Service Management Made Easy
OctopusPro is a job management software for any field service provider or contractor. The OctopusPro app can be used by your field workers anywhere, anytime, even offline.
Best Complaint Management Software
Aptean is a smart solution for compliance management. It helps to improve economic situations and a relation between associations procedure and genuine client involvement with Respond. Giving great client benefit is dealing with their criticism and dissensions.
System by Wowdesk
Wowdesk is a fully featured Help Desk Software designed to serve Enterprises, Agencies. Wowdesk provides end-to-end solutions designed for Web App. This online Help Desk system offers Assignment Management, Document Storage, Complaint Classification, Quality Assurance Management, Issue Tracking at one place.
Frequently Asked Questions (FAQs)
Complaints are a part of any business. To ensure that you get valuable insights into these complaints, deploying complaint management software is essential. Some complaint management software help companies track customer complaints with support tickets, set deadlines for ticket response, convert emails into tickets, and more. Some are designed to handle customer interactions, collect customer satisfaction feedback, and assign tickets to the right department. This streamlines workflows and helps you focus on the areas that require improvement.
If a brand fails to meet customers’ expectations, they will go somewhere else, which is not acceptable. So, whether you are running a small business or a large corporation, customer well-being should be of utmost importance. It can either help your business progress or degrade. Hence, tracking customer complaints is an excellent practice to:
1. Prevent customers from churning
2. Improve agent productivity 3. Avoid negative word-of-mouth
Some of the most common features include:
1. Customer database
4. Live Chat support
5. Survey management
6. Training management
An effective complaint management system helps a business:
1. Save time
2. Protect your brand image
3. Increase visibility
4. Centralize management activities
5. Gain insights
6. Access complaint trends