Effective Complaints Management Software for best Customer experience
Everything you need to know about implementing complaints handling best practices, process and policy and how to choose the best complaints management software for compliance and customers satisfaction!
What is Complaints Management Software?
Complaints management software is a robust platform for capturing and recording customer complaints from different channels, handle them all from a single interface, and respond to them on timely manner. Best complaints management software must have tools for root cause analysis, complaints tracking software, workflow automation, and can streamline organization-wide complaints management processes.
Management is a prerequisite for any organization. It is required in all the areas for an organization to run successfully. Similarly, Complaints Management refers to the management of complaints of each and every customer in a systematic manner. It is all about handling customer’s criticism with grace and establishing strategies to make improvements in the required areas. The process to allocate responsibilities like where the complaints must be received, how one must react to feedback by the customers, and most importantly how to transform negative feedback to positive ones, all fall under Complaints Management.
Why is Complaints Management Software Important?
Complaints management is important for both, the organization and the customers as well. With effective management, the organization works better and a customer always leaves with a smile.
It is important to assure a good rapport with a customer even after an inconvenience was caused and keeps them to turn away from a company unsatisfied. Moreover, an organized complaint management system helps in the improvement of delivering better services for the future, increases the standards of decision making, and cuts down recurring complaints. Most importantly, how a company handles complaints has a great influence on its reputation. Poorly handled complaints lead to a bad name in the market, on the other hand, complaints handled with care and positivity result in growth. .
How to manage customer complaints effectively?
Being courteous and treating the customer with respect is the key to manage complaints effectively.
The best way to manage customer complaints effectively in an organization is to have a complaint tracking software. The steps to manage complaints effectively involve - establishing a consistent complaint system, understand the complaint properly, be patient, offer flexible solutions, aim to exceed customer’s expectation, and make them leave with positivity and maximum satisfaction. Record, track and respond to the customer effectively. Utilize the complaints to make improvements in service performance .
Best practice guide for the complaints management process
The best practices for complaints management process are:
- Culture and Commitment
The organization should always react positively to customers’ complaints. A commitment should be demonstrated by handling complaints systematically and effectively. It requires a culture within the organization that allows a customer to reach you with ease and get a solution.
A customer should never be treated rudely or given an unfair response. Yet, also be very clear with the organization’s rules and inform the customer, no rudeness or mistreatment will be entertained by them as well for the staff.
The complaint management system should be completely transparent. It should have an easy language, all the required information, how the complaint can be addressed, what will be the procedure followed, and how it will be handled.
When it comes to responding to a customer’s complaints, it should be done quickly, patiently, fairly, and courteously. Be clear about how long would it take to resolve the issues and make sure to update the customer frequently.
- Analyze and Improve
The complaints should always be analyzed properly by the organization. Make sure to interact with all the departments, review, and aim at improving future service performance.
Compliance with ISO 10002 standards for customer satisfaction.
This International Standard addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.
b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training.
c) recognizing and addressing the needs and expectations of complainants.
d) providing complainants with an open, effective and easy-to-use complaints process.
e) analyzing and evaluating complaints in order to improve the product and customer service quality.
f) auditing of the complaints-handling process.
g) reviewing the effectiveness and efficiency of the complaints-handling process.
How to choose the right complaints management software?
Complaint management software enables an organization to work efficiently and helps in easy communication with the customers.
The first step is to choose the right complaint management software is to analyze the needs of your organization. Go through the complaints management software that satisfies your business and technical requirements. 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.
Shortlist the ones that suit your organization. Make a list of comparisons look for the one software that covers all your requirements and make customer complaint management an easy and effective process. Also, the software should be up to date, and complying with ISO standards workflow for complaints handing .
Key elements when evaluating complaints management software
For an organization, complaints are the steps to improvement and help in providing better services. They should be viewed with a positive outlook.
In order to keep track of complaints and respond to them instantly, complaint management software is essential in an organization. Here are a few elements to be considered when evaluating complaints management software:
- End to end complaints tracking software
A unified interface that covers the entire complaints life cycle from submission till resolution
- Workflow automation
Customizable workflows that automates the complaints handling process to comply with standard procedures
- Case Management and SLA
Classifying, prioritizing, and assigning complaints to the responsible departments and staff and tracking compliance with SLA
- Knowledge management
The availability of knowledge base repository for searching and sharing KB articles for consistent and process driven complaints handling
- 360 degree customer-complaints view
A consolidated interface to view customer interactions, products/assets, previous complaints, recent cases without having to access multiple software
- Reporting and analytics
Sophisticated analytics and reporting engine for complaints analysis and trending, root cause analysis, service improvements. Dashboard for analyzing and classifying complaints, monitor SLA, and staff performance.
- Multi-channel/Omni-channel support
The ability to receive, track and manage complaints via multiple channels(voice, website, customer support portal, email, live chat, social media)
- Intuitive UI:
The procedure to use software should be easy. It should be able to capture and classify complaints and ensure timely resolution.
Collaboration tool should be available for users to internally collaborate to resolve customer complaints and issues.
- Investigation and Root Cause Analysis
You should be able to perform a complete case investigation and find solutions to how it can be resolved. Identify the root cause of the complaint and take action accordingly.
What are the important features in a complaints management software?
Some of the important features of complaint management software are:
- Customer Complaint Tracking
- Complaints Classification
- Corrective Actions
- Root cause Analysis
- Access Control
- Assignment Management
- Automatic Notifications
- Case Management
- Collaboration Tools
- Configurable Workflow
- Email Integration
- Email Templates
- Escalation Management
- Feedback Collection
- Feedback Management
- Knowledge Base Management
- Multi-Channel Communication
- Performance Reports
- Self Service Portal
- SLA Management
- Social Media Integration
- Survey Management
- Task Management
- Workflow Management
- Automation rules
- Consolidated case view
- Controlled access for third parties
- Customer feedback collection
- Customer self-service
- FAQs & how-to guides
- Internal chat
- Privilege & access rights management
- Rich text response templates
- Team collaboration
How Wowdesk can help you to implement best practices for customer complaints handling?
Wowdesk is ISO compliant complaint management software with powerful workflow engine, SLA and automation rules for customer-centric organizations.
Wowdesk can help you implement the best practices for customer complaints handling in the following ways:
➔ It automates tracking, recording, life-cycle of complaints and then streamlines resolution process
➔ Wowdesk makes communication seamless and effective resulting in satisfied customers and more productive agents.
➔ Corrective actions can be easily performed to resolve customers’ complaints effectively.
➔ Wowdesk is easy to use, easily customizable, fits any business requirements, and is a brilliant complaint management software.