Best Complaint Management Software
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Shweta Joshi, Market Analyst and Technical Content Writer at SelectHub
Ideally, no business likes to have complaints against their products and services, but in reality, these complaints offer an opportunity to win lifetime customer loyalty. It’s all about offering timely and quality resolutions consistently. A part of customer relationship management (CRM) software, complaint management software helps businesses field complaints, issues and feedback in an organized way.
You've come to the right place if you're scouting for a better way to field customer complaints and integrate customer feedback into your product and services. In this buyer’s guide, we’ll go over the benefits and features of these solutions to help you pick an ideal solution.
Executive Summary
- Complaint management software manages complaints, issues and feedback from initiation and categorization to resolution in a centralized location.
- Key features include ticket tracking and management, call center management, knowledge base management, database management, omnichannel support, dashboard and reporting.
- Ask potential vendors questions about the software before purchasing a solution.
What Is Complaint Management Software?
A complaint management software is a set of tools that act as a central repository of all complaint tickets a business receives. It records complaints from all channels, identifies and categorizes them based on nature and priority, assigns them to support staff members, hosts multi-media and omnichannel support for redressal, and tracks the status and progress of outstanding tickets.
Primary Benefits
Key benefits of using restaurant CRM software include:
Complaint management software collects and manages issues, feedback and complaints. Some primary benefits include:
Improve Customer Service
While every business may receive customer complaints, how they address them is important. Complaint management software maintains records of all issues and customer interactions. It also prioritizes complaints, assigns tickets to agents automatically and offers solutions through various formats and channels. Thus improving the response time and quality of customer service.
Track Feedback in Real Time
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- Service Request
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Most software collects all customer complaints and issues through various channels. They can also identify patterns and underlying causes, collect customer feedback and offer complaint redressal. This feedback can improve various business aspects, such as updating a product, adding or removing services, and increasing the efficiency of the complaint management team itself.
Maintain Regulatory Compliance
eCommerce companies face numerous challenges when trying to keep up with data compliance and regulatory laws. Complaint management software can track and monitor customer complaints for these concerns and address them as quickly as possible.
Key Features & Functionality
Dashboard and Reports | Access a single source of truth for complaint management and resolution with a centralized dashboard. Get visual representations in the form of charts and graphics to understand complex datasets. Similarly, get reports for detailed performance snapshots based on specific metrics or timeframes. |
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Omnichannel Support | Field customer complaints from all channels at a central platform. Prioritize according to escalation level, and offer support through the knowledge base, help desk, live chat, phone, emails, chatbots and more. |
Collaboration | Tools like private notes and internal communication boards support team communication and allow agents to keep comprehensive customer profiles to cater to their complaints in a more aligned manner. |
Knowledge Base Management | Create a centralized and multimedia-supported database of problems and corresponding solutions that can be helpful in the future. Facilitate DIY and self-service options for customers. |
Database Management | Accommodate customer data, purchase and service history, and all interaction records for future reference. Host content for the knowledge base and other complaint redressal methods. |
Ticket Tracking and Management | Track, monitor and manage tickets from submission to resolution, all in one place. Sort, filter, search and categorize tickets for proper routing and resolution. |
Call Center Management | With phone support being one of the most important channels for customer communication, it’s crucial to have call center management capabilities for customer complaint software. Use automated tools like auto-response, IVR and call monitoring tools to resolve complaints quickly and effectively. |
Third-party Integration | Integrate with third-party channels to broaden your reach. |
Software Comparison Strategy
There are a host of factors to consider while selecting complaint management software. Apart from basic functionalities, the decision largely depends on your company’s needs and requirements. Here are some areas to think about:
- Company Size: Identify the size and scale of your business to gauge your software needs.
- Scalability: Every business’s goal is to grow, and your complaint management software should be scalable to your growth expectations.
- Ease of Use: User-friendly automation solutions are essential, so your team can be productive from the get-go.
- Data Security: Complaint management software aligns with database management and sensitive customer data. Looking for software that stores data in a centralized location and ensures security is important.
- Customer Support: Responsive and helpful customer support is just as vital to your internal team as it is for your customers. A sound tech support experience will help your team function smoothly.
Cost & Pricing Considerations
With the global complaint management software market expected to reach $4.2 billion by 2028, exhibiting a CAGR of 11.1% during 2023-2028, there’s no sign of this industry slowing down.
However, it’s crucial to invest wisely when purchasing any software. Knowing the total cost of implementation can help you avoid unfavorable surprises in terms of expenditure.
Cloud-based implementation employs a subscription format where you pay a certain amount each month (usually based on the number of users), with discounts for annual contracts.
Other factors influencing pricing are company size, user numbers, whether you pay month-by-month or annually, what in-built capabilities you need and more. The number of core capabilities the software offers apart from add-on features is also a factor to weigh.
Some pricing packages cover basic customer support and response, while others offer a complete support package at an extra cost, including professional services. Some common additional charges include:
- Custom features
- Third-party integrations
- Data migration support
- Initial setup and implementation
- Training and support
The Most Popular Complaint Management Software
Now that you know what complaint management software can do, how do you decide which product is best for your needs? Our analysts curated a list of some of the market’s top complaint management software solutions. Check out our picks below:
Zoho CRM
Zoho CRM enables an organization’s sales force to work more effectively and close more deals using conversational AI.
It incorporates lead management, marketing automation, contact management, multichannel forecasting, territory management, and complaint management, among many other capabilities.
Analytics with Zoho CRM.
Salesforce Sales Cloud
Salesforce Sales Cloud delivers sales and customer service capabilities for B2B and B2C domains. It helps businesses work more efficiently, surface key metrics and share business data via integration.
Capabilities include real-time tracking, visual workflows, forecasting, marketing tools and reports, and complaint management.
Reports by SalesForce Sales Cloud.
HubSpot Sales
HubSpot Sales is a customizable, no-code, cloud-based system that automates sales processes and increases sales. It enables customer and prospect nurturing, improves lead conversion rates and facilitates efficient pipeline management.
Capabilities include quote generation, communication management, automated reminders and follow-ups, standardized email templates, effective metrics, dynamic dashboards and complaint management.
Dashboard of HubSpot Sales.
Questions To Ask
To get a better understanding of your company’s requirements, ask yourself these guiding questions:
- What are the key pain points we’re facing in our operations?
- Which features do we need the most to address those pain points?
- Do we have the technical resources to support implementing and maintaining a new system, or will we rely on the vendor?
- What’s our budget?
- How many employees will use the software?
Here are a few questions to ask potential vendors to help you learn more about the software and vendor.
- How many years of expertise do you have in the industry?
- What customer support and training do you offer?
- Is the software customizable to specific business needs?
- What data security features does the software offer?
- What integrations does the software offer?
Next Steps
The right complaint management software can help you field customer issues, complaints and feedback faster. It can also convert unsatisfied customers to loyal ones with quality complaint redressal.
Choosing the best complaint management software for your business is a demanding task. If you’re overwhelmed, we’re here to help. Check out our comparison report to gain insight into top software leaders.
Product Comparisons
- Top Salesforce Alternatives
- Top Netsuite Alternatives
- Salesforce vs Infor CRM
- Salesforce vs Oracle Sales Cloud
- Salesforce vs Microsoft Dynamics vs SugarCRM
- Salesforce vs NetSuite
- Salesforce vs Act! vs Zoho
Additional Resources
Products found for Complaint Management Software
Pipedrive
Pipedrive supports sales professionals in managing every phase of the sales process, from lead generation to customer contact. Forecasting enables sales reps to close more deals, and visual pipelines clarify what stage a lead is in and what action is required. Users can simplify and streamline tasks with automation and AI capabilities. It offers integrations and an open API, so companies can plug in third-party apps to further extend its capabilities.
Salesforce Sales Cloud
Suitable for companies of any size, Salesforce Sales Cloud delivers sales and customer service capabilities for both the B2B and B2C domains. It helps businesses work more efficiently, easily surface key metrics and share business data via integration. Capabilities include real-time tracking, visual workflows, forecasting, marketing tools and reports.Equipped with a mobile app for iOS and Android devices and deployed in the cloud, it enables unrestricted access so users can work from anywhere.
Zoho CRM
Zoho CRM enables an organization’s sales force to work more effectively and close more deals. It incorporates lead management, marketing automation, contact management, multichannel forecasting, territory management, and a host of other capabilities.Built with conversational AI, it supports users by predicting lead and deal success, offering a voice assistant, and suggesting activities to automate based on behavior analysis. Users can leverage workflow automation to streamline manual tasks and stay on top of performance with real-time reporting and analytics.
Dynamics 365 CRM
Microsoft Dynamics 365 CRM (formerly known as Microsoft Dynamics CRM) offers a suite of customer-focused capabilities to facilitate marketing, sales and customer service activities. Organizations can implement the products separately for specific business cases or together for a unified ecosystem. Field service and project service automation can be included if desired. It includes social media features, an onboarding dashboard and APIs that support modifying campaign elements. Visual editors enable creating and deploying mobile and web apps without the need for code. It’s available both in the cloud and on-premise. Features like Power BI and PowerApps are included only in the cloud version.
HubSpot CRM
HubSpot CRM provides a full suite of capabilities that aid smart teamwork and allow companies to track, organize and close sales seamlessly. It’s entirely free of charge and provides automated contact management, customized tracking and reporting.App marketplace integrations let users expand performance capability based on their needs to achieve optimum business growth. Additionally, users can increase traffic, generate revenue, connect and manage leads all from one panel. The option to connect with the marketing, sales, service and CMS hubs allows companies to receive even greater functionality.
Insightly
Insightly is a cloud-based platform with tools that support every phase of the customer lifecycle. The solution’s capabilities allow organizations to accomplish sales activities, nurture customer relationships and manage projects to deliver on customer orders. The software is best suited for small businesses, although several larger companies have had success with the product as well.
Streak CRM
Streak CRM is built into Gmail, allowing users to manage common sales tasks directly from their inbox. It facilitates pipeline management so users can track leads, follow up, collaborate and close deals. Three different pricing tiers make it useful for both individuals who need basic functions and companies that require more advanced capabilities. In addition to managing a pipeline, users can also leverage it to manage projects, foster business relationships, run fundraisers, provide customer support and execute other projects that require tracking details.
Infusionsoft
Infusionsoft by Keap is a comprehensive software platform designed to help small businesses save time and grow revenue. Rated as a top sales product for SMBs in 2019, this vendor brings automation and organization to sales and marketing activities. The available toolkit allows small businesses to gain extensive control over their efforts to help form personal, lasting connections with their customers. This product is suitable for individual business owners or small teams looking to scale and handle an increasing task load. The implementation includes a required kickstart package (available in three different price tiers) that helps users get set up with the program and positions them for success.
Freshsales
Freshsales is a cloud solution suitable for small and medium businesses across different industry verticals. Being one of the sales management and customer engagement offerings from Freshworks, it provides comprehensive features for managing leads and deals. Capabilities include a chronological timeline view of customer journey, AI-based lead scoring, built-in one-click phone, and native mobile apps for Android and iOS devices.
Spiro
Spiro employs native AI capabilities to help companies proactively manage leads and customers. It can be leveraged for common tasks like lead management and activity tracking, as well as more advanced functions such as sales enablement and analytics.It helps evaluate sales data and assists sales teams by sending reminders to update contacts, change pipeline status, correct inconsistencies and more.
Agile CRM
Agile CRM is an all-in-one cloud platform that enables companies to handle all activities and tasks across the customer lifecycle. With integrated modules for marketing, sales and service, it provides capabilities such as contact management, a deal pipeline, lead scoring, project management, email marketing and campaigns, service automation, and live chat.Targeted primarily at small businesses, it allows users to maintain visibility into contacts, boost results with sales enablement, engage web users and deliver comprehensive support. Free and premium versions are available.
Bloomerang
Bloomerang is a complete system allowing nonprofit organizations to manage donor relationships, events and fundraising. Its emphasis on donor engagement and retention supports company growth.Capabilities include email marketing, online giving, grant tracking, donor surveys, data segmentation, dashboards, reporting and prospect research. Deployment via Amazon Cloud Services provides security and scalability. It’s available to both U.S. and Canadian organizations.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
Top Producer
Top Producer offers a set of cloud-based solutions tailored for the real estate industry, enabling brokers and agents to be more effective with their marketing and sales efforts. A tiered pricing model provides flexibility based on an agency’s needs.It’s mainly used by small businesses but can support larger companies as well. Capabilities include a client database, contact profiles, website builder, lead generation, automated email marketing, reports, lead management and integrations.
Less Annoying CRM
Less Annoying CRM is designed to help small businesses make it simple and efficient to handle activities surrounding leads and customers. It gives companies an easy-to-use, cloud-based platform for storing contacts, tracking leads and managing tasks to help close more deals.
Sugar Sell
Sugar Sell, formerly SugarCRM, is a sales automation solution suitable for small, medium and large businesses. It offers contact, call and email management, dashboards, reporting, integrations, customer journey management, sales forecasting, and business process management (BPM) capabilities.It consolidates customer data into a central location for sales professionals to gain visibility into the conversations, actions and emails related to each contact or account. Cloud deployment is available, and on-premise deployment comes with the Sugar Enterprise edition.
Nimble CRM
Nimble is a one-stop solution for managing and organizing contacts, setting reminders, building and maintaining relationships, finding opportunities, and meeting goals. It provides complete information on the customer's history and their deal status. Users can set up a structured to-do list for teams.It allows users to engage and interact with prospects and customers on a personalized level, enabling them to stay connected across the entire customer journey.
LionDesk
LionDesk delivers cloud-based marketing and sales tools tailored to professionals in the real estate industry. Suitable for individuals, teams and brokerages, it provides a single place to manage client relationships.It helps import leads from other sources, organize information, manage processes, connect with clients, boost closed deals and track tasks. Capabilities include contact management, property management, video emails and texts, pipeline management, automation, and marketing campaigns.
Nutshell CRM
Nutshell is a cloud-based platform that helps organize operations and reporting processes. It provides customization options that can cater to specific industry needs. The user-friendly interface allows users to make changes and adapt quickly irrespective of technical skill. Features include contact management, email campaigns, a mobile app, pipelines and unlimited storage.
kvCORE
Designed for the real estate industry, kvCORE is a cloud-based, all-in-one platform equipped with smart relationship management, a lead engine, web and IDX, transactions, listings, a marketing autopilot feature and business analytics. It allows users to generate leads from different sources and shortlist them. The K+Team offering provides lead acquisition and relationship management features that help drive business.
DonorPerfect
DonorPerfect is a comprehensive fundraising solution that helps non-profits nurture donor relationships. It helps manage donations, receipts, contacts, emails and fundraising initiatives from a single system. Capabilities include integrated online donation forms, automatic monthly giving, standard and custom reports, auction management, Constant Contact email and a network of integrated partner products. It helps save time and offers pricing packages to meet any budget.
ZoomInfo
ZoomInfo provides a detailed contact directory for simplified marketing outreach. It supports lead generation, sales management and revenue tracking, and helps improve productivity by systematizing work. Users can leverage analytics and prioritize marketing efforts, sales prospects and align teams for effective outcomes. The ability to locate and align required contacts from desired domains reduces anonymity rates. Data-driven, it helps businesses make insightful strategies, connect with the right audience, boost business growth and provide custom solutions.
ClientLook
ClientLook is a cloud-based solution that helps users by combining contact management, deal tracking and client collaboration with a property module to organize real estate operations. Other key features include pipeline tracking, email marketing and listing management. It also helps back-office assistants with data entry, online lead capture and listing administration, along with an option to leverage a free team of virtual assistants to save time and operational costs. It was acquired by Lightbox in January 2020.
Siebel
Siebel CRM supports marketing, sales, service and other key areas of customer interaction via a suite of more than 35 products. It helps businesses of all sizes enhance customer experiences and automate processes. Implement as many or as few of the individual modules as desired for a highly flexible environment.
Vtiger
Vtiger is a cloud-based suite of marketing, sales and help desk offerings, which can be deployed separately or as an integrated, all-in-one ecosystem. It enables companies to eliminate silos and improve connections with customers.Though designed to serve small and mid-sized businesses, it’s capable of handling the needs of Fortune 500 organizations. It’s accessible on Android and iOS devices, enabling work from anywhere.
GreenRope
GreenRope, a cloud-based CRM software, consolidates and optimizes email marketing, social media, sales, event and project management simultaneously. It bridges the gap between sales and marketing to make data and processes easily accessible and transparent. Its all-in-one operations modules simplify business processes to deliver optimized omnichannel customer experiences.
Capsule CRM
Capsule CRM is a cloud-based solution for small to medium businesses. It helps foster customer relationships with features like email marketing, website personalization, social media service, automated reminders and more. Organizations can enter basic contact information, pipelines, goals and budgets and start building an in-depth, personalized pipeline with full access to customer details.
Copper CRM
Designed to integrate with Gmail and other Google Apps, Copper (formerly ProsperWorks) is a comprehensive and easy-to-use platform. It helps small and medium-sized businesses automate core operations; manage leads, sources and opportunities; streamline sales processes; uncover actionable insights; and nurture customer relationships. It enables users to check email threads and past interactions. It also acts as an alternative for goal setting and forecast management, as it converts sales bottlenecks into visible opportunities.
Follow Up Boss
Follow Up Boss is a cloud-based software suite that helps users automate real estate lead conversion and sales follow up. Its inclusions let users close more deals and grow their business in an organized manner. It aggregates leads from various sources and automates workflows and communication using rule-based engines and pre-formatted templates to support the entire customer lifecycle.
GoldMine
Suitable for businesses of all sizes, GoldMine Premium CRM offers a central platform to manage customer and prospect relationships efficiently. It ensures improved productivity and streamlined operations, and helps save money. Users can leverage it for contact management and customer support. They can also manage marketing programs and sales pipelines. A database is available at several tiered levels for organizations with different requirements. Capabilities include sales automation, a help desk and call center and CTI applications, along with enhanced features like easy-to-use interface, marketing automation, web self-service, channel management, knowledge management and analytics.
Act! CRM
Act! is a contact and client management tool built by Swiftpage that helps manage a central repository of information related to prospects, leads, opportunities and clients. It stores contact details, account history, interactions, notes and activities.Available both on-premise and with cloud hosting, it offers sales and marketing automation to support business growth through sales, engagement and retention.
Realvolve
Designed to help real estate agents and teams, Realvolve’s cloud-based platform helps automate workflows and handle communications efficiently. It helps manage information such as property listings, clients, documents, escrow correspondence, events and tasks. Users can leverage it to customize marketing campaigns for clients on anniversaries and birthdays based on personal and professional details. It also allows sending emails and SMSs about new deals.
Salesforce
Salesforce delivers an end-to-end suite of products for managing customer interactions at every stage of the process, as well delivering advanced analytics, custom developments and more. Organizations can deploy them alone or as part of an integrated environment to gain extensive flexibility based on business needs. Its most prominent offerings are Sales Cloud, Marketing Cloud, Service Cloud and Commerce Cloud.
Redtail CRM
Redtail CRM is a web-based system that enables financial professionals to manage prospects and clients. It helps track client data, automate time-consuming tasks, organize records and more. Capabilities include contact management, email, reports, seminar management and integrations.
Neon CRM
Neon CRM is a cloud-based solution built by Neon One that helps nonprofit organizations streamline day to day processes for more efficiency and manage fundraising events, memberships and volunteers through automation. Users can leverage it to build nonprofit websites while facilitating real-time credit card processing and recurring payments. These inclusions help enhance online donations while reducing manual work.
PipelineDeals
Designed to serve small and midsize businesses, PipelineDeals is equipped with sales-focused features, enabling sales teams to automate redundant tasks and nurture relationships with customers. With an intuitive user interface, it helps set up scalable processes, resulting in improved productivity and increased profitability. Deal management and sales acceleration tools expedite the sales cycle, and help set and track targets. A sales dashboard offers a 360-degree view of performance status, while lead management capabilities help streamline lead generation and nurturing. Customizations ensure enhanced experience and expanded functionality.
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