As a business owner or manager, you understand that customer complaints are inevitable. Even with the best services, there will always be dissatisfied customers. The key to retaining those customers and maintaining your brand’s reputation is how you manage those complaints. And one of the most effective tools for managing complaints is a complaint management software.
However, with so many products on the market, choosing the right software is difficult. So we’ve compiled this guide to help you make an informed decision when choosing complaint handling software for your business.
Read More : 4 Tips To Effectively Manage Customer Complaints
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1. Identify your business needs
Before you start evaluating different software, it’s essential to identify your business’s specific needs. Check which are the main pain points you’re trying to solve? Are you struggling with customer communication, tracking complaints, or prioritizing complaints based on their severity? By identifying, you’ll be able to choose a software that addresses those needs and delivers the required results.
2. Consider the software’s features
It comes with different features and functionalities. Some of the essential features to look for include:
- Ticket management : The software should allow you to create, track, and manage customer complaints.
- Workflow automation : The software should automate repetitive tasks such as assigning complaints to different departments and escalating high-priority complaints to senior management.
- Communication management : The software should enable seamless communication with customers via email, chat, or phone.
- Analytics and reporting : The software should provide you with insights into the number of complaints, complaint resolution time, and customer satisfaction ratings.
- Customization: The software should allow you to customize fields, forms, and workflows to fit your business’s unique needs.
When evaluating different software, compare the features and functionalities with your business needs to ensure that you’re choosing the right software.
3. Assess the software’s user-friendliness
The complaint management software should be easy to use and navigate for both your team and customers. The user interface should be intuitive, and the software should provide a clear and concise view of complaints and their status. Additionally, the software should be accessible from different devices and browsers to allow your team to manage complaints from anywhere.
4. Evaluate the software’s integrations
A complaint management software that integrates with other business systems such as CRM, helpdesk, and marketing automation can streamline your complaint management process. For example, integrating your complaint management software with your CRM system can allow you to view customer complaints alongside customer data, providing a more holistic view of your customers. Integrating your complaint management software with your helpdesk system can enable your support team to resolve complaints faster by accessing customer data and previous interactions.
5. Check the software’s security features
Complaint management software handles sensitive customer information such as contact details, order history, and complaint details. As such, it’s essential to choose software that guarantees the security of this information. Look for applications that have robust security features such as data encryption, access controls, and regular security updates.
6. Consider the software’s scalability
Your business is bound to grow, and so will your customer complaints. Therefore, it’s crucial to choose a complaint management software that can accommodate your business’s growth. The software should allow you to add more users, tickets, and workflows as your business expands.
7. Check the software’s pricing and support
Finally, consider the software’s pricing and support options. Choose software that fits within your budget and provides flexible pricing plans based on the number of users or tickets. Additionally, the software should provide reliable customer support, including training, onboarding, and technical assistance.
8. Look for a software that provides customer self-service options
Customers prefer self-service options that allow them to resolve their complaints quickly without having to wait for a customer service representative. Look for software that provides customer self-service options such as a knowledge base, FAQ section, or chatbot. This will not only improve customer satisfaction but also reduce the workload on your support team.
9. Consider the software’s customization options
Your business is unique, and your complaint management process should reflect that. Look for software that allows you to customize fields, forms, and workflows to fit your business’s specific needs. This will ensure that the software works seamlessly with your existing processes and systems.
10. Choose software with robust analytics and reporting capabilities
Data is essential for making informed business decisions. Look for software that provides detailed analytics and reporting capabilities. This allows you to prevent access to important information and ensures that each team member only has access to the information they need to do their job
11. Check the software’s user permissions and access controls
Not all team members require the same level of access to the complaint management software. Look for software that provides granular user permissions and access controls. This will allow you to restrict access to sensitive information and ensure that each team member can only access the information they need to do their job.
12. Consider the software’s training and onboarding options
Complaint management software is only effective if your team knows how to use it. Look for software that offers full training and onboarding options. This allows your team to effectively use the software from day one and make the most of its features and functionality.
What Complaint Managements Offers
No Lost Complaints
Receiving complaints from all directions whether it’s ten or thousands of complaints every day, it is necessary to address each of those issues. Situation can get complicated when the sales team keeps ignoring complaints.
An agile complaint management software can support your customer service team to trace complaints from multiple channels at a centralized platform. A complaint can be captured by email,social media platform, phone, etc., and classify them into distinctive tickets for easy tracking.
Ensure Better Responsibility
A Complaint management software helps in decreasing the struggle to address each customer complaint. It involves a follow- up on a high-priority complaint.
When it drops down to addressing complaints and assigning tickets, several businesses find themselves in a spot. A complaint management system can assist you to automatically assign incoming problems to sales team members who have the requisite skills to handle them. Furthermore, it becomes simplified to go through if a complaint is being tackled properly and hold agents accountable for any further delay.
Solution before Issue Exceeds
Prioritize the issues that need to be addressed urgently. Delay in addressing the customer complaints can lead to inviting serious issues to your business, highlighting a signal that your business does not supervise customers after they have made a purchase from your brand.
If customers portray an issue on public platforms like social media, you can miss out on prompt buyers who start doubting your business. With the help of an agile or highly accountable complaint management process, you can go through public complaints, resolve the issue at the earliest, and combat them from affecting your business.
In conclusion, choosing the right complaint handling software can help your business improve customer service, increase customer loyalty and protect your brand reputation. By determining your business needs, analyzing the software’s features , ease of use, integration, security, scalability, pricing, and support, you can make an informed decision and choose a software that fits your unique requirements.
Remember to involve your team in the decision-making process, as they will be the ones using the software on a daily basis. Again, be sure that you test the software before making a final decision. Most complaint management software offers free trials, so take advantage of them to see how the software works and whether it meets your business needs.
By choosing the right complaint management software, you can make customer complaints into opportunities to improve your products, services, and customer experience. So, do the research, take your time, and choose the best software to help you achieve your business goals.