Top 10 Complaint Management Software In 2018

To err is human and to solve, divine. Mistakes happen in every business and are inevitable. Many companies are turning heads from paper-based complaint management to automated processes such as complaint management software to manage customer complaints and their resolution. With having an efficient customer complaints management software, companies receive complaints, track and resolve them. It also helps in reducing customer complaints with time.

A complaint handling software benefits organizations in several ways. From improved customer service, maintaining quality control, enhancing IT support, managing compliance and preventive lawsuits to tracking customer feedback in real-time. Features of a customer complaint management software include automated complaint processing, enhanced workflow, and improved documentation, advanced report processing with customization related to different industries.

Having an efficient complaint management software is a necessity for companies. It acts as a matter of good business practice for companies that have customer support. Quick and efficient complaint handling reduces labor costs in a broader prospect for the organization. With numerous customizations, customer complaint management software has led to a new way of managing customer complaints coming in real-time.

Here is the list of top-rated customer complaints management software by SoftwareWorld. This list will help you decide and choose the best complaint management software for your company.

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    List of Best Customer Complaint Management Software | Complaint Management System Reviews

    1. Zendesk – Cloud customer service software

    About Zendesk: The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages.

    Zendesk Complaint Management Features : Case Management, Complaint Classification, Corrective Actions (CAPA), Customer Complaint Tracking, Feedback Management, Forms Management, Issue Tracking, Quality Assurance Management, Routing, Self Service Portal, Social Media Monitoring, Survey Management

    “Ellevest was built by and for our clients. Zendesk allows us to stay calibrated to who our clients are and what they want. With Zendesk tools, we can quickly respond to client requests — both spoken and unspoken.” – Margaret Kim

    Zendesk

    United States

    1001 – 5000

    2007

    $5.00/month/user

    Yes , get a free trial

    4.5

    1327 Reviews

    4.2

    1061 Reviews

    2. Zoho Desk – Industry’s first context-aware Helpdesk Software

    About Zoho 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.

    Zoho Desk Complaint Management Features : Case Management, Complaint Classification, Customer Complaint Tracking, Feedback Management, Issue Tracking, Quality Assurance Management, Self Service Portal, Social Media Monitoring, Survey Management

    “Our company has been trying a lot of help desk apps for a long time, always feeling that something is missing, Zoho Desk helped us to change that.” – Felipe Quiceno

    Zoho Desk

    India

    1001 – 5000

    1996

    $12.00/month

    Yes , get a free trial

    4.5

    1423 Reviews

    4.3

    519 Reviews

    3. Freshdesk – Online Customer Support Software & Helpdesk Solution

    About Freshdesk: Freshworks Inc. is the parent company behind the suite of products which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India.

    Freshdesk Complaint Management Features : Complaint Classification, Customer Complaint Tracking, Issue Tracking, Routing

    “We began looking for a new tool in autumn and were keen to get one in place and optimised ahead of the Christmas peak period. Freshdesk ensured that the implementation process was as smooth as possible, and the team were up and running within 48 hours.” – Vaughan Potter

    Freshworks

    United States

    1001 – 5000

    2010

    $19.00/month/user

    Yes , get a free trial

    4.5

    664 Reviews

    4.4

    1741 Reviews

    4. Instabug – In-app feedback & bug reporting for mobile apps

    About Instabug : Instabug is a platform for mobile developers that help them communicate with their users, collaborate with their teams and build better apps. We allow regular mobile users or beta testers to submit their feedback or report bugs about any mobile app in the most intuitive way; by just shaking their device! We also enable teams working on mobile apps to collaborate with each other more efficiently using our dashboard, where they can assign bugs, comment on them and add tags.

    Instabug Complaint Management Features : Case Management, Complaint Classification, Customer Complaint Tracking, Feedback Management, Issue Tracking, Quality Assurance Management, Self Service Portal, Survey Management

    “Instabug makes it easier for our beta testers to quickly send feedback directly from within the app, helping us identify and fix critical issues in an easy-to-use testing environment. We also love that their customer service team is quick to respond to our requests.” – Billy Pham

    Instabug

    United States

    51 – 200

    2013

    $49.00/month

    Yes , get a free trial

    4.5

    67 Reviews

    4.2

    95 Reviews

    5. Preferred Patron Loyalty – Top rated customer loyalty software program

    About Preferred Patron Loyalty : Preferred Market Solutions, LLC. is a leading provider of Loyalty Program and Gift Card Program software and services throughout the United States, Canada and abroad. We offer cutting-edge systems and marketing services to businesses world-wide. Our Preferred Patron™ loyalty platform has been helping businesses, small, medium and large, succeed across many diverse industries, including automotive, retail, restaurant, gaming, hospitality, health care, dentistry, orthodontics, cosmetics & aesthetics, salon & spa, gas station & convenience store etc..

    eCasework Complaint Management Features : Case Management, Complaint Classification, Corrective Actions (CAPA), Customer Complaint Tracking, Feedback Management, Issue Tracking, Survey Management

    “I had to focus on my improving customer relationships, to form a bond that would instill a sense of loyalty. I have seen significant improvement with retaining customers and feel satisfied that going with their solution was, perhaps, one of the smartest things I could have done!” – Richard Lamkin

    Preferred Market Solutions

    United States

    11 – 50

    2004

    $69.00/month

    Yes, get a free trial

    5.0

    72 Reviews

    4.5

    1 Reviews

    6. i-Sight – Investigative case management software

    About i-Sight: i-Sight is the leader in case management software for investigations. Follow us for webinars and resources on fraud, compliance, HR, and other investigations. i-Sight has gained an international reputation for best-in-class software that is secure, intuitive and reliable and is used by companies worldwide to manage their investigations. i-Sight’s integrated, hosted software solutions ensure investigations are consistent, comprehensive and productive. A powerful reporting tool helps companies reduce risk by identifying trends and opportunities for improvement.

    i-Sight Complaint Management Features : Complaint Classification, Corrective Actions (CAPA), Customer Complaint Tracking, Issue Tracking, Quality Assurance Management, Routing

    “We can just look up the information regardless of who has ownership of the case. And we can do it whether we are at our desks or we are at home.” – Jonaura Wisdom

    i-Sight

    Canada

    51 – 200

    1999

    Not provided by vendor

    Yes

    4.5

    4 Reviews

    3.5

    1 Reviews

    7. NABD System – Multi-channel Customer support & Help Desk software-FREE PLAN

    About NABD System: ISO-compliant complaint management & customer support with the backend workflow, ticketing, knowledge base and case management functionality at an affordable monthly cost. NABD allows companies to efficiently manage complaints and support a customer from anywhere, at any time, regardless of the channel via which the customer is reaching out for support(web portal, email, social media, chat, mobile apps).

    NABD System Complaint Management Features : Case Management, Complaint Classification, Corrective Actions (CAPA), Customer Complaint Tracking, Feedback Management, Forms Management, Issue Tracking, Quality Assurance Management, Routing, Self Service Portal, Social Media Monitoring

    “I was concerned with working with a company so far from home and I was pleasantly surprised at how much everyone with NABD wanted to help and worked hard to make sure that the product met our exact specifications. Any time that I ran into issues response time from support was very quick and the issue was resolved the first time.” – Ryan

    NABD System

    Egypt

    11 – 50

    2002

    $30.00/month/user

    Yes , get a free trial

    4.5

    37 Reviews

    5.0

    1 Reviews

    8. Marker.io – Visual bug tracking tool

    About Marker.io : Marker.io is a browser extension that lets you take screenshots, add annotations and save them in 1-click to Slack, Trello, Github & Jira, so that your teammates can find them when they need them!

    Marker.io Complaint Management Features : Customer Complaint Tracking, Feedback Management, Issue Tracking, Quality Assurance Management, Routing

    “Logging new issues in Jira is a very clunky process. That’s why we love Marker.io so much! It makes it so easy for anyone on the team to report visual issues directly into Jira without leaving our app. Huge improvement to our testing & QA workflow!” – Romain Dardour

    Marker.io

    United States

    02 – 10

    2015

    $19.00/month

    Yes , get a free trial

    5.0

    48 Reviews

    0.0

    0 Reviews

    9. Katabat – Customer comms, marketing and debt management for lenders

    About Katabat : Katabat™ is a global, cloud-based Customer Experience Management (CXM) provider. Our unified platform empowers seamless communications throughout the customer lifecycle, optimizing engagement and return on investment (ROI) at every touchpoint. Katabat’s solutions are fast to deploy, highly configurable and meet the most stringent security and compliance standards (PCI/SOC2).

    Katabat Complaint Management Features : Case Management, Complaint Classification, Corrective Actions (CAPA), Customer Complaint Tracking, Feedback Management, Forms Management, Issue Tracking, Quality Assurance Management, Routing, Self Service Portal, Survey Management

    “I have used the Katabat solution in 2 organisations in Australia and found it both times to be a very effective tool for managing both collections and customer lifecycle. The interface is both easy and simple to use as well as backend changes in the system can be done quickly.” – Syed A.

    Katabat

    United States

    51 – 200

    2006

    Not provided by vendor

    Yes , get a free trial

    5.0

    7 Reviews

    0.0

    0 Reviews

    10. eCasework – Case management & CRM for representatives and their staff

    About eCasework : Case management & CRM for councillors, MPs, MSPs, AMs, MLAs and unions. Say goodbye to lost notes, missed calls, unsolved problems and unhappy residents. Web-based casework software for computer, tablet and mobile. It’s a notebook, address book, email inbox, diary and filing system rolled into one: a place to collect cases, keep track of people’s issues and solve problems efficiently.

    eCasework Complaint Management Features : Case Management, Customer Complaint Tracking, Feedback Management, Issue Tracking, Self Service Portal

    “Fantastic software for councillors & MPs to keep tabs on casework. Very easy to add resident cases. Easily accessible from phone, iPad, laptop, PC. Simple operation and information entry, and the reminders are so useful when I have so many queries to keep up with and officers to chase! Well worth the subscription.” – Fran C.

    Porism

    United Kingdom

    11 – 50

    1989

    $5.00/month/user

    Yes , get a free trial

    5

    5 Reviews

    0

    0 Reviews

     

    Get Quick Comparison of Top Complaint Management Software

    Complaint Management Features Zendesk Zoho Desk Freshdesk Instabug Preferred Patron i-Sight NABD System Marker.io Katabat eCasework
    Price $5.00/ month/user $12.00/month $19.00/ month/user $49.00/month $69.00/month Not provided by vendor $30.00/ month/user $19.00/month Not provided by vendor $5.00/ month/user
    Case Management                
    Complaint Classification                
    Corrective Actions (CAPA)          
    Customer Complaint Tracking                    
    Feedback Management                
    Forms Management      
    Issue Tracking                    
    Quality Assurance Management              
    Routing            
    Self Service Portal            
    Social Media Monitoring      
    Survey Management