When looking for a complaint management software, you’re probably already on the boat where you realise your ‘general inbox’ is getting way too busy. From customer enquiries to potential partnerships, complaints can usually get overlooked in the inbox. Frustrated customers will end up leaving when their complaints are not answered, and will just end up leaving. You spend good money developing a marketing strategy and putting in a solid sales process, only for a messy inbox and unaddressed complaints to cause that customer’s lifetime to be cut short. Let’s end this problem now. In this list, we dive into the best complaint management software for your business.
Best complaint management software for your business
1. Zendesk Support Suite
If you’ve ever made a support claim on a software tool, then there’s a big chance that you used Zendesk’s support suite. As a leading complaint management tool in the software space, Zendesk offers the ability to track all your individual customer enquires and has a feedback system built in, so your customer success team can improve.
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One feature that Zendesk excels at is
Key features
- Ticketing system
- Live chat
- Help center
- AI bots
- Knowledge management
Cons
- Will take time to set up the complaint user flow
Pricing
Zendesk starts at $49 a month.
2. i-Sight
i-Sight is a powerful case management platform that streamlines your investigative process and provides the data you need to analyze results, prevent incidents and losses and protect your employees.
Create new cases, manage tasks and analyze the results. A logical and structured workflow helps you track every step, meet deadlines and report to stakeholders.
Key features
- Streamline case management
- Intake from multiple channels
- Configurable workflow
Cons
- Does not have as many consumer facing features
- No live chat
Pricing
Pricing available upon request
3. Front
Front is your hub for all things customer communication. We combine the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale.
Key features
- Custom workflows to assign and collab with team
- Analytics
- Automation available
Cons
- No live chat
Pricing
Front starts at $19 a month
4. LiveAgent
LiveAgent is the omnichannel customer service software that makes you proficient in complaint management. Provide lighting-fast responses and competent solutions on any standard communication channel. Prevent complaints from occurring in the first place. Figure out which areas of your business need improvement by utilizing analytics overview and advanced reporting. The smart LiveAgent cloud-based system streamlines complaints in the form of tickets into a universal inbox, with the help of a powerful hybrid ticket stream. Each ticket is assigned a unique ID, which makes searching for tickets simple and effective.
Key features
Built-in live chat – Fully-stacked call centre – Ticketing – Social media monitoring – 3 plans to choose from, as well as the free – 14-day trial and option to sign up for free, but limited version – 24/7 support
Cons
No chatbot
Pricing
LiveAgent is free to start, but for ticketing services, it starts at $15 a month.
5. Freshdesk
Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster.The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis.
Key features
- Custom workflows to assign and collab with team
- Collision detection
- Custom roles
- Consumer segmentation
Cons
- No live chat
Pricing
Freshdesk is free to start, and for more features, it starts at $25 a month.
6. eCasework
eCasework is the all-in-one solution for elected representatives. 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. Their web-based casework software is hosted in the cloud, meaning you can manage your cases anytime, anywhere on your computer, tablet and smartphone.
Key features
- Record and complete cases
- Consolidate your contact channels
- Keep track of people’s issues
- Organise deadlines and events
- Store photos, letters and files
Cons
- No live chat
Pricing
eCasework starts at $6.25 a month
7. Jira Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
Key features
- Service request management
- Change management
- Self service portal
- SLA management
Cons
- No live chat
Pricing
Jira Service Management is free to start. Paid plans start with $20 an agent.
What should you look for in a complaint management software?
When looking for a complaint management software, the most important factor to consider is what your internal team is set up like at the moment. Some complaint management tools, such as Zendesk, have features such as live chat built in, so you can either manage complaints on the spot, or link it up to the complaint management CRM to sort them out later.
What do you need a complaint management software for?
A complaint management software has one goal, to help your team answer frustrated or confused customers in the most effective manner. Without software like this in place, complaints will usually get piled up in the complaints email – or worse, the general email, alongside all sorts of other enquiries, making it an even harder task to manage. The right complaint management software can help you streamline all your customers’ dissatisfaction enquiries.
Final thoughts
To wrap things up, if you’re a business that has your fair share of complaints, then it is worthwhile investing in a proper complaint management software, so your frustrated customers don’t quit.