Best Complaint Management Software in 2021

Felix Yim

October 18, 2021

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. 

Keep in mind that we may receive commissions when you click our links and make purchases. However, this does not impact our comparisons and recommendations. We try our best to keep things fair and balanced, in order to help you make the best choice for you.

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

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

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. 

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