Top 10 Complaint Management Software In 2019

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. 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.

Best Complaint Management Software

» Our score is based on user satisfaction (reviews & ratings), social media buzz, online presence, and other relevant information.

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

1. Zendesk – Cloud customer service software

Our Score 99/100

About Zendesk: Having cohesive customer support helps in understanding what your customers want! Zendesk is power-packed, flexible customer complaint management software that connects organizations with their reverent customers. Zendesk is a platform which establishes a connection with customers over email, phone calls, chats, social media, and various other channels and generating effective solutions. Zendesk plays a pivotal role in deriving customer satisfaction and assisting the company to focus on improving service experience.

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 Reviews

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

Our Score 99/100

About Zoho Desk: Happy and satisfied customers are an inevitable part of a successful business. Zoho Desk understands this requirement and provides a contextual platform to organizations. Zoho Desk provides agents and employees of the company with a right set of tools to understand their customers. This complaint management software aids in increasing productivity, working in sync with customers demand, understanding critical issues and making the right decisions. Zoho Desk is a ticket to answers which customers can seek on their own without disrupting the employee’s productivity.

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 Reviews

Zoho Corporation

India

5001-10000

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

Our Score 98/100

About Freshdesk: Freshdesk is one of the best complaint management software in terms of features, intuitiveness, and affordability. Freshdesk tracks and manages incoming support tickets and streamlines similar queries in one window. SLA management features in-built in Freshdesk helps the organization to respond to each query according to a different business hour or categories. Freshdesk saves a lot of time for the employees by offering canned responses and automizing them for repeated actions. If you are looking for affordable customer management software, then Freshdesk is your call!

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

Freshdesk Reviews

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

Our Score 97/100

About Instabug : An all-in-one mobile app is one of the best solutions to manage customer queries and get user feedback. Instabug is the new in-app feedback SDK equipped, comprehensive bug reporting mobile app that allows hierarchy inspection to each query and feedback. Instabug drives negative feedback to a private channel for better inspection without disrupting your happy customers. The application supports in getting five-star ratings and feedbacks from relevant customers by eliminating irritating pop-ups and troublesome emailing.

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 Reviews

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

Our Score 95/100

About Preferred Patron Loyalty : Preferred Patron Loyalty is one of the robust software programs that entitle customer management for small, medium, and large scale customer-service oriented industries. Preferred Paton Loyalty has been rated with five stars by most of the software reviewing sites for its customer-oriented advancements. With this loyalty platform, you get a unified marketing portal that helps in establishing omnichannel communication with your customers. You can engage your customers with meaningful incentives and make them come back again and again with the marketing automation programs.

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 Patron Loyalty Reviews

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

Our Score 95/100

About i-Sight: Investigating frauds, feedbacks, compliances, and complaints are crucial for a developing company to establish a better customer relationship. I-Sight is one of the best investigative case solution management that fits like a glove in the company. This platform is built by the industry experts to support the companies with complaint and case management. The platform manages multiple investigations, uploads notes, interviews and evidence to enforce investigative process on allegations. It helps in reducing liabilities by providing comprehensive insight reports to reduce risk and fraudulent.

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 Reviews

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

Our Score 94/100

About NABD System: NABD System is affordable, easy to use, best customer complaint management software for the business of all sizes. With its rich management features, the software ensures customer service experience across all channels. Whether it is social media, emails, chats, or mobile, NABD develops cross –channel strategies and establishes a better customer relationship. With NABD, organizations can smartly listen, analyze, operate and measure customer grievance and improve service level.

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 Reviews

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

Our Score 94/100

About Marker.io : Marker.io is a visual bug and feedback collector tool and report generator software. This is one of the best complaint management software which provides a various efficient tool to the employees that helps in collecting feedbacks instantly. Marker.io explains feedback by drawing annotations and assigning labels to the team members. The software is connected with user-friendly platforms which transforms the feedbacks into visual bugs and create reports that can be accessed with a single click.

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 Reviews

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

Our Score 93/100

About Katabat : Katabat is a unique cloud-based customer experience management solution which supports the organization in building a healthy customer relationship. Organizations can Unite, Liberate and Restore customer relationship with Katabat. The software has won hearts of international clients with its antiquated features and seamless technology. Katabat supports the futuristic business by assisting in the generation of profitable results. From activating new accounts, marketing, servicing collection, recovery, and getting feedbacks-Katabat do it all!

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 Reviews

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

Our Score 91/100

About eCasework : eCaseWork is a customized platform for case management and CRM. This software is an all-in-one program for councilors, MLAs, MPS, AMs, MSPs, and Unions. eCaseWOrk is a notebook, an address book, diary, email box, and a blank spreadsheet to collect case information and record all relevant inputs. It is a cloud-based program that helps you manage information and case data from anywhere irrespective of what platform and place you are. With integrated security features, eCaseWork helps you deal with real data and real problems without worrying about breach of data.

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

eCasework Reviews

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 FeaturesZendeskZoho DeskFreshdeskInstabugPreferred Patroni-SightNABD SystemMarker.ioKatabateCasework
Price$5.00/ month/user$12.00/month$19.00/ month/user$49.00/month$69.00/monthNot provided by vendor$30.00/ month/user$19.00/monthNot 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     

Complaint Management Software Buyer's Guide

Complaints are an unavoidable part of any business, and managing them effectively allows you to deliver a high-quality service to end customers. Complaint Management is a process of assessing, analyzing, and responding to customer complaints. Businesses are now using the automated complaint management system to streamline customer service management and to resolve complex issues promptly and professionally.

» What is Complaint management software?

The Complaint Management Software allows organizations to record, resolve, and respond to customer complaints and requests, as well as facilitates feedback. It helps in handling multiple problems with simple solutions, giving you ample time to concentrate on other important tasks. The software allows organizations to provide consistent support across various channels.

» What Are the Features of Complaint management software?

The primary goal of complaint management for any business is to improve customer service. Setting up the right complaint management tool helps to increase your productivity, works closely with customer demands, understands critical issues and makes the right decisions. Several types of Complaint Management software programs exist in the market now, each with distinctive features.

Depending on your business needs, you can choose software to resolve all your customer complaints. Before you decide on one, you need to carefully look into the features of every software. The following list of features provides you an idea of what your chosen solution should offer:

› Integration With Existing Systems 

Your software should integrate with your existing databases to reduce or eliminate the time-consuming tasks, and ensure that other internal systems have up-to-date investigation information.

› Web-Enabled and Mobile Access 

Look for the software that provides tools that are required to manage investigations remotely as well as effectively through a simple and intuitive web interface. It should allow you to access case files anytime and anywhere to add or update information using a mobile or tablet.

› Quick And Easy Search 

Just by entering a keyword, you should be able to find across the database or within a specific field.

› Customization Capabilities

The software should enable you to customize your workflows, agent roles, customer portal, custom ticketing, custom URL, and more to make it easy on the helpdesk.

› Security

Security is the priority for any business. The customer complaints management system should strike a balance between protecting customer data and giving your team enough flexibility. The system should be able to control who can access, view, and modify the data.

› Easy Collaboration

Enabling to share ownership of tickets with other teams without losing visibility into development being made on the issue. This helps in resolving the issues quickly and effectively. The tickets are linked together to keep track of widespread issues and deliver constant responses.

› Support Across Channels

The software should unite and manage all communication sources through multiple channels including email, phone, website, social media, and live chat, on a single platform.

› Self-service

With the software, you should be able to create a self-service experience for your customers with a knowledge base and forums. It should allow relevant solutions to pop-up for customers, saving a lot of time for your agents and customers.

› One-Click Investigation Reports

Your software should create final case reports easily and quickly, which saves lots of administrative time and effort.

› Smart Workflows

Software should ensure all your information is collected, and no important data is missing, and every action taken during the investigation should be recorded.

› Investigation Dashboard

Your software should display any complex information related to the investigation in an easy-to-understand format on the dashboard.

› Case Assignment and History

Look for software that streamlines case assignments, ensuring no data is missing. The entire case history of an investigation should be exported as a comprehensive investigation report.

» What Are the Benefits of Complaint management software?

Companies that have the best complaint management software will receive, track and resolve the complaints easily, as well as reducing customer complaints in time. Complaint management software also benefits organizations in many ways.

› Centralizes customer complaint data

The software eliminates the need for paper and spreadsheet-based systems by recording, tracking, and reporting the customer complaints in a centralized web-based database, that is accessible across your company.

› Addresses all kinds of complaints

The software manages different types of complaints from customers, suppliers, distributors, and manufacturers, while also recording complaint type, severity, and every single important information, necessary to have in store.

› Streamlines complaint reporting process

The software establishes a consistent system across the company to record, track and respond to customer complaints. By configuring report forms that meet your specific needs, it ensures all your important data is captured.

› Quickly respond and correct complaints

The software automatically assigns and schedules follow-up CAPA to track the progress of complaint completion. Automated escalation of email notifications is sent for overdue and upcoming tasks to drive completion.

› Monitors and measures the success of your business

Monitoring performance and measuring results are easy with real-time dashboards and reports.

» What is the Cost of the Complaint management software?

Happy and satisfied customers are inevitable for a business to be successful. Maintaining consistent customer support helps you understand your customers more. This is the main reason why several companies are turning their heads from the paper-based complaint management to the customer complaints management software to manage and resolve customer complaints. However, there are several software programs are available in the market now for complaint management.

Depending on various factors such as your company size, which industry you are in, what specific features you are looking in for the software, and finally considering your budget you can choose the best complaint management software. The price of complaint software ranges from $5/month/user to $70/month/user. Shortlist a few best compliant software to request a demo and quotes, and you can even try their free trial for a limited period to understand how well that software fits with your company's needs.

» Conclusion

Customer complaints are common and important of all businesses as poor customer service is the main reason why customers stop doing business with any brand. When this aspect is improved, an organization can increase their retention rates by preventing customer grievances. If a business places an automated complaint management system, they will find it easy to manage and address their customer complaints promptly. However, it’s upon you to choose software that benefits your company the most.

Related Software Categories

» Live Chat Software - There is no doubt to the fact that proper customer service is probably one of the most important aspects that makes a business successful. Live chat software is one of the best services, which allows instant support to customers along with important information.

» Customer Service Software - Customer service management software helps you to improve communication with customers. It also helps you to manage the complete database about a customer which includes the preference of a customer, queries/issues, products which they have already purchased.

» Issue Tracking Software - For an error-free workflow, every company needs to have an issue tracking software. This software tracks and manages the issues. It often encompasses resource allocation, time accounting and priority management.

» Community Software - A Community Software is normally used by the employees of a company and the departments for working in a synchronized manner on a number of assignments and tasks. The software is responsible for keeping the users updated about all the developments and makes sure that the schedules are in a proper track.