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Complaint Management Software Buyer's Guide
Table of Contents
- » What is Complaint management software?
- » What Are the Features of Complaint Management Software?
- » What Are the Benefits of Complaint Management Software?
- » What is the Cost of the Complaint management software?
- » Questions to ask a vendor when buying the best Complaint Management Software
- » Conclusion
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 paper-based complaint management to customer complaints management software to manage and resolve customer complaints. However, there are several software programs 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 for in 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.
» Questions to ask a vendor when buying the best Complaint Management Software
1. How will your software help me classify customer complaints?
2. How will the system monitor customer complaints?
3. Does the complaint management software offer workflow guidance?
4. Can the system notify if an employee isn’t handling consumer complaints as per the set organization policy?
5. Can the software automatically turn new complaints into tickets?
6. Does the system offer multi-channel support to monitor and manage complaints?
7. Does it provide a complete consumer view?
8. Does the software include an advanced filter for a quick search?
9. Can the system summarize complaints based on a specific issue or time period?
10. Will the system offer automated alerts and updates when pre-decided metrics are met?
11. What kind of preventive and corrective actions will the software provide?
12. How will the software help manage forms and cases?
13. Does your complaint management solution provide means to manage feedback?
14. Can I track a particular issue via the system?
15. What kind of data and reporting does it offer?
16. Does the software offer routing capability?
17. Is there a function to monitor social media?
18. Can I manage surveys and polls within this solution?
19. Does it include a self-service portal?
20. Will the software ensure compliance? In what ways?
21. Will I be able to export and import data?
22. How can I ensure quality assurance through the software?
23. Will the software scale with my growing requirements?
24. Does it provide hassle-free integration with other solutions?
25. Which features of your solution can I personalize? Does it offer a customized user interface?
26. How long would it take to implement this software?
27. What is the training period?
28. What kind of ongoing support do you offer?
29. How can I reach your support team?
30. Does the cost include future upgrades, support, and regular maintenance?
» Conclusion
Customer complaints are common and important for 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 its retention rates by preventing customer grievances. If a business places an automated complaint management software, they will find it easy to manage and address their customer complaints promptly. However, it’s upon you to choose the software that benefits your company the most.