Best Complaint Management System

What is the Need for Complaint Management System?

Customer support and satisfaction are 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 procedure to capture, acknowledge, report, resolve, and follow up on customer complaints. This was conventionally done on paper by most of businesses. Although the paper-based complaint management system is now old-fashioned, less efficient, and dispersed. It is now in favour 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 through 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 seriously harm 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 various 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 falls through the cracks.

Not only this, but the information captured by the complaint system is useful in improving the process or the product itself. Besides, using software for registering grievances helps you keep track of past mistakes and measure the improvement achieved by resolving the complaints.

Features of Complaint Management System

Many moving pieces exist in a complaint management system, and an ideal complaint software unifies the dispersed parts.

• Ticketing:

  It is the core feature of every customer complaint management software. The process/feature allows complaints from different channels, like emails, phones, 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 checking that no one else is working on the same ticket as they are. Also, it is favourable that the feature helps merge the same kind of tickets, save, and reuse the reply. 

• Automation:

  Customer support is not always a new task; many repetitive jobs are equally important, like following-up with the customers or filtering priorities. The software is worth something when it can save you time on such tasks. It can be achieved by automatically assigning 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.

• Reports:

  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 allows less time spent on data collection 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, the average time of response on a ticket, etc., the support can improve. Also, metrics like the highest traffic day of the week or the highest traffic hour of the day can help manage the team's schedule accordingly.

• Customizability:

  It is of the essence that any software used with your business is customizable, and so goes with customer complaint software. It is because software should be able to adapt to your business's requirements and workflow 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 organisation's needs. Not only this, but custom templates for surveys, reports, feedback, tickets, etc., are of prime value.

• Security:

  The complaint software used for your business will 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 that the software vendor ensures security. Also, the complaint software must allow you internal restricted access. Only specified personnel and office computers can access it, preventing data leaks.

• Knowledge base creation:

  There are always some basic and common questions or complaints regarding a product. Whenever a customer enters the complaint registration portal, it saves them time if they can easily find the answer to basic queries themselves. 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 for creating a knowledge base, 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 your brand's marketing, it is also a great platform for complaint submission. Thus, social media monitoring becomes a useful tool in complaint management software.

• Survey management:

  The survey management feature allows the company to conduct, analyze, and manage customer satisfaction surveys. These surveys can help identify the trends in the complaints and resolve service errors.

• 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 heard and taken seriously, improving customer satisfaction.

• Integrations:

  Different integrations help business tools to be versatile and improve performance. Not only does it allow various tasks to be performed on a single window but it also enhances the business's productivity.

Benefits of a Complaint Management System

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.

• Increased Efficiency:

  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 focused on solving the problem and more on piling them up.

• Ease of monitoring:

  Pull it out from the software when your supervisor wants you to report how many complaints were resolved last month rather than calculate or fish through files and folders. Hence the ease of monitoring is delivered and helps to make informed decisions.

• Preserved confidentiality:

  The confidentiality of complaints cannot be treated lightly, especially in cases like harassment, bullying, medicinal failures, etc. Here, compliant software allows restricted access to particular subjects of complaints and preserves their confidentiality.

• Accountability:

  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.

• Customer Loyalty:

  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, and they will automatically gain you a more organic customer base.

Complaint Management Software - Market Trends 

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-ons and more integrations for businesses.

The cloud-deployed software is becoming trendy, also because of the flexibility they have. The software can be customized to suit any category of 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.