CUSTOMER COMPLAINT MANAGEMENT SOFTWARE
Our Customer Complaint Management Software is designed to streamline the process of handling customer complaints/ feedbacks. This powerful solution enables real-time tracking, categorization, investigation and resolution of complaints, ensuring enhanced customer satisfaction. With customizable workflows, automated alerts, and detailed reporting, the software helps businesses address issues efficiently. It fosters transparency, accountability, and continuous improvement, making it easier to deliver a superior customer experience.
CLASSIFICATION OF CUSTOMER COMPLAINTS
Non-Confirming Product
Defective, damaged, substandard products that fail to meet customer expectations for quality and reliability.
Late Delivery
Issues with late, missed deliveries, leading to customer dissatisfaction and delays in receiving orders.
Wrong Packaging
Damaged, improper, or insufficient packaging that affects product integrity and customer satisfaction upon receipt.
Poor Product Performance
Products not functioning as promised, underperforming, or not meeting expected specifications & efficiency.
Transit Damage/ Loss
Products arriving damaged due to mishandling during shipping, which leads to the need for replacements or repairs.
Warranty Claim
Disputes over warranty coverage, denied claims, leading to customer dissatisfaction with product support.
Poor Response
Complaints about poor communication, unclear information, or slow response times from customer service.
Missing Documents
Issues with missing, incorrect documents, such as invoices, manuals, or receipts, leading to confusion or delays.
Quantity Variation
Receiving incorrect quantities of products, either too few or too many, compared to what was ordered.
Wrong Location Delivery
Products delivered to the incorrect address or location, causing delays and customer inconvenience.
Wrong Product
Receiving an incorrect product from what was ordered, leading to dissatisfaction & the need for a return or replacement.
Inefficient Support
Complaints about poor service quality, unprofessional behavior, affecting overall customer satisfaction.
FEATURES OF CUSTOMER COMPLAINT MANAGEMENT SOFTWARE
Complaint Reporting
Unlimited complaints reporting as per categories, making it easy to bifurcate and work on each & every complaint thoroughly.
Customizable Workflow
Allows organizations to tailor workflow for reporting, and responding & ensures seamless complaint management.
Trend Analysis
Analyzes patterns in complaints, helps identify recurring issues & enhance customer satisfaction.
Root-Cause Analysis
Identifies the cause of recurring issues, reducing future complaints & enhancing customer satisfaction.
Alerts
Alerts of complaints, prompt attention, faster resolution & improved customer satisfaction through timely responses.
Notifications
Notifies new complaints logged, ensures timely responses and improving resolution time with customer satisfaction.
Complaint Tracking
Tracking the progress of corrective actions, ensuring timely resolution, with visibility on complaint closing.
Share Instantly
Share the complaint report files through software in-build feature email or WhatsApp with the relevant users.
Interactive Dashboard
A real-time, visual overview of complaint data. It allows users to track trends, monitor resolution progress.
Search + Filter Option
Any complaint along with status can be found out via search & various filter options of any specific duration.
Export Data
Data along with the status of any size can be exported easily with a click into an Excel sheet, PDF, or print.
Data Analysis
Graphical insights into complaint patterns and trends, helps identify issues, and enhances decision-making.
Geo Tagging
Geo-tagging feature in customer complaint pinpoints the location of complaints, aiding faster resolution and analysis.
Attach Photo/ File
Attach photo/ file feature in the software allows users to upload evidence, enhancing complaint clarity & resolution.
User Friendly
Software is simple and user-friendly. New user can get familiar with the application in a few hours.
Mobile Access
The user can access software with a smart phone application to review, investigate & close the complaint.
Unlimited Users
There is no restriction with respect number of users. You can add an unlimited number of users because license fees is not applicable per user.
User Access Control
Admin can control the users to access the data and information. The user can access complaint data/ information that are mapped with the user.
Ticket
The users can contact the admin person via ticket and raise any issue or request for change. The admin will get an instant email notification for the ticket generated.
Daily Auto Backup
The system takes backups of data on daily basis automatically. Backup data can be restored manually whenever required by admin.
ADVANTAGES OF CUSTOMER COMPLAINT MANAGEMENT SOFTWARE
Satisfaction Enhancement
With complaint handling, ensuring timely responses and resolutions and addresses issues efficiently, improving customer trust, loyalty and overall satisfaction.
Continuous Improvement
By regularly reviewing complaint trends, enhance customer service practices, & develop targeted strategies to improve customer satisfaction.
Exploring Opportunity
Helps identify areas for improvement through complaint data analysis, driving innovation and enhancing overall customer experience.
Better Communication
Facilitates clear communication with customers & internal team through periodical updates of all customer complaints.
Real Time Tracking
Track complaints in real-time as they are reported, ensuring prompt responses and timely actions to address customer concerns effectively.
Transparency
Build customer trust by handling their complaints transparently, ensuring open communication & accountability in the process.
Increased Accountability
Specific roles & responsibilities are designated to team members, fostering accountability & enhancing the efficiency of complaint handling.
Centralized Management
Centralize all complaints in one location, allowing for easier access & efficient management, streamlining the complaint handling process for your team.
Paperless
The digital seamless process helps to eliminate the requirement of printing. Go for an eco-friendly approach, enhancing both efficiency & sustainability.
Easy Retrievable
Complaints can be easily retrieved from anywhere by using the search and filter option, eliminating the need for printing for the future.
Time Saving
Time-saving streamlines complaint logging & resolution processes, allows team to focus on improving customer service and satisfaction.
Access From Any Where
Customer complaint software effortlessly identifies complaints, analyzes, investigates checkpoints and thereby reducing potential errors from anywhere.
ASSISTANCE FOR CUSTOMER COMPLAINT MANAGEMENT SOFTWARE
Software Setup
Our team executes the entire configuration within the scheduled timeline to ensure the application goes live smoothly.
Customization
Customization in categories, workflows, and complaint reports to match organizational needs.
User Mapping
All users are mapped as per their authorities to add, review, analyze and approve the complaint report.
Training To User
Classroom training is provided to the users to make them familiar with the user-friendly software.
User manual
A user manual is also provided to the clients describes how to do instructions with text and screenshots.
Mobile Application
You can also access customer complaint data or report through mobile application from any where.
Video Tutorial
Video tutorials of front end and back end (admin) are provided in addition to the user manual for quick guide.
Demo Setup
A demo setup is also rolled out along with live application for the new users to get familiar with the application.
Trouble Shooting
Support is provided to make the application works well. You can initiate a request for support via the ticket option.
Post Live Support
The post live support is always online and you can contact our team via a ticket option easily.
