Grievances are unavoidable, and customer complaints are not all that bad. But how you manage your customer complaints directly impacts your churn rate and brand loyalty. One business might decide to sweep them under the carpet, but a customer-centric company will take notice and resolve it immediately.
Today’s customers abandon businesses they can’t trust. Statistics show nearly 89 percent of consumers consult online reviews, ratings, and testimonials to learn about the reputation of any company before subscribing, purchasing, or downloading anything from it.
Customers who are happy with how you resolve their complaints are ready to write positive reviews and continue buying from your business. Best brands integrate business complaint management software into their cloud contact center systems and encourage customers and employees to share their complaints and feedback.
The tool helps businesses manage their incoming business complaints and resolutions in one platform. For instance, customer support can assign, prioritize and resolve issues, while managers can monitor response times, SLAs and customer satisfaction.
The blog explores 8 top business complaints management software that can help you handle complaints in time.
1. Zoho Desk
Businesses integrate their contact center omnichannel platforms with Zoho Desk to help their support team understand their customers. As a result, the business complaint tool helps agents and employees work in tune with customers’ demands, understand their grievances, and make the right decisions.
Customers can use the self-service portal to find help without disrupting employees. Therefore, Zoho Desk aids in understanding critical issues and providing the right solutions, thus increasing productivity.
Key Features
- Ticket management
- Case Management
- Complaint classification
- Self-service portal
- Quality assurance management
2. Salesforce Service Cloud
Do you want to deliver personalized service across all channels? Salesforce Service Cloud is a great CRM designed for sales professionals and integrates well with the company’s omnichannel contact center platforms.
Its Service Cloud and your cloud contact center software can provide a 360-degree view of your customers to enable you to deliver personalized service. It can help streamline workflows, automate service processes, and surface experts and topics to transform your agent experience.
Key Features
- Case management
- Feedback management
- Issue tracking
- Survey management
- Social media monitoring
3. i-Sight
Every brand wants to resolve its customer complaint immediately to reduce liabilities. I-sight helps businesses investigate complaints, frauds, feedback, and compliances in order to streamline customer service and build better customer relationships.
Incorporating this investigative case solution management with your contact center omnichannel software can reinforce your case management procedures.
The investigative case management software enables your managers and customer support to manage multiple investigations and resolve business complaints promptly. It also provides comprehensive insight reports that help your business reduce liabilities, risk and fraud.
Key Features
- Complaint classification
- Customer complaint tracking
- Quality assurance management
- Corrective actions (CAPA)
- Routing
4. Freshdesk
The complaint management software is intuitive, affordable and rich in features. The tool tracks and manages all incoming support tickets and puts similar queries in one window.
Its built-in SLA management feature helps organizations respond to customer queries based on categories and business hours. Call center agents easily use Freshdesk because it saves their time by providing canned responses and automating them for repeated actions.
Key Features
- Case management
- Complaint classification
- Routing
- Customer complaint tracking
- Issue tracking
5. LiveAgent
Businesses always want to stay on top of customer journeys and promptly handle customer requests and inquiries. LiveAgent is top-rated, most-reviewed helpdesk software that streamlines customer handling and automates workflows.
This CRM software is fully featured to offer cloud live chat, a robust customer service portal, and a built-in call center. You can use it to manage business complaints, resolve them in real-time and provide your customers with immediate answers through live chat.
Key Features
- Case management
- Customer complaint tracking
- Corrective Actions (CAPA)
- Issue tracking
- Feedback management
6. Zendesk
Customer complaints occur because of poor quality of service, internal processes, or improper communication. Although they’re inevitable, they’re not ideal, but adequately handled can help improve your customer experience.
Brands use online complaint management software to turn customers’ grievances into compliments. Zendesk connects organizations with customers through phone calls, chats, email, social media and other channels.
The tool is designed for both in-house and remote teams. It enables an easy flow of information and conversation through omnichannel customer service systems. Zendesk also offers in-depth reporting insights about your customer service team’s performance.
Key Features
- Case management
- Customer complaint tracking
- Complaint classifications
- Feedback management
- Quality assurance management
7. InstaBug
The all-in-one mobile app helps brands manage customer queries and collect user feedback. InstaBug uses complaint feedback forms, in-app chats, and contextual mobile surveys to resolve business complaints.
The bug-reporting mobile app fixes bugs during customer complaint handling through crash logs and network reports. InstaBug pushes negative feedback separately to avoid disrupting happy customers and allow better inspection.
Key Features
- Case Management
- Survey management
- Self-service portal
- Issue tracking
- Feedback management
8. NABD System
This is a multi-channel customer support software that businesses of all sizes can use to manage their business complaints. Integrating the NABD System with your call center omnichannel software helps you develop cross-channel strategies.
A customer support team can leverage its rich management features to provide a seamless customer service experience across all channels, including email, phone calls, chats or social media.
So invest in the NABD System if you want to listen to your customers’ grievances smartly, analyze, operate, measure, and improve service level.
Key Features
- Customer complaint tracking
- Complaint classification
- Feedback management
- Issue tracking
- Social media monitoring
Wrapping Up
Complaints are an inevitable part of your business. But managing them promptly and effectively can make your customers happier. Business complaint management software helps organizations assess, analyze and respond to customers’ grievances.
Integrating them with your omnichannel contact center platforms can streamline customer service and complaint management. Automating these processes helps your agents resolve all issues promptly and professionally.
The top business complaint management software we’ve discussed will help your business manage, track, and route customer complaints to ensure they’re resolved in real-time.
They can also help your business to investigate fraud and complaints. You also manage to analyze feedback and monitor social media and other channels that customers use to engage your business.
