Best Complaint Management Software in 2024

What is Complaint Management Software?

Complaint management software is a tool that helps organizations to receive, recognize, track, manage and resolve complaints from employee's customers and stakeholders.

Through the complaint handling solution concerned authorities can categorize, prioritize, analyze, investigate, take actions and resolve complaints in an integrated workflow. User can also view complaint’s details and status, create reports, and quickly resolve issues, etc., received from their customers, clients and employees.

Why Use Complaint Management Software?

Organizations can use the complaint management solution for the following purposes-

• Easily address the employees' and customer’s complaints.
• Systematically organize complaints and complainant’s data.
• Prioritize and assign complaints to the department concerned.
• Track the entire complaint history and trial
• Recognize and track major factors of complaints and pain points.
• Gain valuable insights through data analysis.
• Strengthen customer, clients, employees' relationships for higher retention rate.
• Improve overall customer service and organization environment

Who Uses Complaint Management Software?

Complaint Management Software for the following teams or individuals-

• Customer Service Agents: Customer care representatives use complaint handling software to take follow-ups, prioritize complaints, check their status and history, resolve tickets, and much more.
• Customer Service Managers: Managers use this software to assign complaints, check status, track performance metrics including ticket response time, resolution time, backlogs, open tickets, etc. Some software also provides CSAT (customer satisfaction) scores that help to measure and improve the overall customer experience.
• Product/Service Department: The product and service department can use this software to identify exact pain points by analyzing complaints and improve the product/service’s quality.
• Employees and Customers: This complaint management software is used by employees and customers to raise their issues and problems. Moreover, they can track the status of their complaint, re-open a complaint or even app

How Does the Complaint Management Software Work?

A robust complaint management solution works through the following steps-

• Intimation: Complaints are submitted by individuals through the complaint, portal and case file is generated on the type of issue, the priority level, and the working authority.
• Assessment: The cases and complaints will be automatically classified based on details, department and priority through the solution.
• Assignment: After the assessment, the complaint will be automatically assigned to the authorized authority through the portal for investigation.
• Investigation: Investigation will be done by the authority through meetings with the individual who addressed the complaints.
• Resolution: Investigation proofs and documents are presented before the concerned authority generated through the portal on which resolution is decided.
• Update: The resolution for the complaint is updated on the complaint portal and the same can be viewed by the individual who lodged the complaint.

Key Features of Complaint Management Software

Some common features organizations can find in every complaint software are as follows-

• Automated Complaint Processor: Automatically registers newly received complaints and assigns tickets, which goes directly through the company’s resolution processes.
• Compliant data and History: Maintain compliant data including its personal info and complains history easily through this software.
• Compliance Monitoring: Enables those charged with governance (TCWG) to monitor all the complaints in accordance with various regulatory compliance and industry standards.
• Workflow Automation: Automatically delegate and assign the ticket assigning, prioritizing, and resolving tasks to different departments and employees from a single solution.
• Reporting: Automatically generates reports to learn about average ticket closing time, underlying causes of complaints, etc.
• Complaint Tracking: Easily track, manage, and prioritize complaints through a centralized dashboard.
• Ticket Routing: Automatically filter out complaints and route them to the concerned authority for the fast-resolving procedure.
• Complaint Follow-Ups: Manage all the follow ups with employees and customers till their ticket is resolved via various communication channels.
• Integration: Easily integrate this complaint handling software with existing solutions such as email and helpdesk software to streamline overall workflow.
• Data Analysis: Gain valuable insights about the issues through data analysis for improvement, finding gaps in service, risk areas, and ways to prevent their future occurrence.

Benefits of Using Complaint Management Software

There are numerous benefits of using complaint management software for various entities including-

• Easy way to File Complaints: Employees and customers can easily address their complaints through a single portal. The complainer can login to the portal and file the complaint conveniently without any need to visit the location physically.
• Increase Customer and employee satisfaction: Organizations can promptly respond and resolve complaints through this software. Moreover, customers and employees can get regular follow-ups till the issues are resolved, improving their satisfaction and loyalty.
• Easily Track Complaints: It enables users to keep track of all the complaints at every stage of the ticket-resolving process. Moreover, they can categorize, organize and prioritize complaints for better addressing the problem.
• Recognizing Problem Areas: The complaints data could be compiled, categorized and analyzed used to gain insights into the major problems with product/service and policy and find ways to improve it.
• Helps to Maintain Compliance: It makes it easy for users to monitor all the customer’s complaints for any kind of statutory compliance. Businesses that need to be compliant, such as healthcare and legal industries, can use this software to ensure that all their products and services follow all compliant rules.

Buying Considerations for Complaint Management Software

Consider the following factors to buy the right complaint management system software for your organization-

• Usability: The complaint management solution you want to purchase should be easy to learn and use. It should have an intuitive interface.
• Mobile Friendly: The solution should be mobile friendly, allowing you to view all the important data and essential information on the go anywhere.
• Features: A complaint management solution should have all the features to meet your organization’s complaint management procedure.
• Pricing: The price of the complaint management software must be within your budget.
• Analysis: Choose a solution that helps you to do data analysis to find improvement areas and enhance your products and services.
• Scalability: The scalability capability of software will help you to meet the growing requirements of your organization.

Market Trends related to Complaint Management Software

Here are two trends going on for complaint management software such as-

• Integrated Suite: Previously, organizations used standalone software to manage their business operations. However, nowadays, complaint management solutions are sold as a part of integrated suite. This helped organizations to integrate their solutions with other software such as CRM, help desk, and call center management to manage all their operations from a single solution.
• Adopting Saas Model: Traditionally, most organizations purchased software with on-premises deployment to be installed on their computer. However, nowadays, they purchase it in web-based version that can be used easily through the internet connection. This has helped organizations to view their data and manage their operations from any remote location easily.