Complaint Management System is a software system for tracking and analyzing consumer or user complaints about products and services. It is a software application which helps in maintaining a record of complaints and allows the company to analyze the complaints to improve the quality of its products and services. Such systems can be useful to determine if any particular product is defective or if there is a systematic problem with a product or service.

These days, almost every business has some sort of a customer service department; and most businesses are aware of the importance of keeping their valued customers happy. However, there are some companies whose customer service is quite poor. Imagine a situation when a customer has to wait a week before an agent responds to his or her emails.

Not only is this a bad customer experience, it also reflects poorly on your brand. This is the reason why businesses are switching to Complaint Management Systems. A Complaint Management System refers to a software that allows businesses to receive and manage customer complaints easily.

CMS is a system used to collect, track and manage complaints. A complaint management system can be used to track complaints from a variety of sources (customers, employees, patients, etc.) and provide a centralized database to store and manage the data. The complaint management system can be used to track the progress of a complaint and provide the ability to generate reports.

Importance of CMS

A complaint management system (CMS) is a software tool used by many large and small companies in order to handle customer complaints. A CMS gives a company the ability to manage customer complaints quickly and efficiently, giving them the best chance at a positive customer experience.

The way a complaint management system works is by breaking a company’s complaints into four different categories. In handling customer complaints, a company will typically use a mix of technical support and customer service to fix the problem. A complaint management system can help with this process by handling the four different categories of complaints.

Need of Complaint Management System

Customer complaints are inevitable and something that any business owner or manager has to deal with. It is important to handle complaints in the best way possible for your customers, your business and for you. But how do you go about handling customer complaints? How do you decide if you should offer compensation? What is the best way to handle it from a legal standpoint?

The need of a complaint management system can be best understood in the context of eCommerce business which is gaining ground rapidly. With the increase in online sales, there is a corresponding increase in online customer support requirements. The online businesses thus need to have an appropriate mechanism to deal with the customers’ complaints in an effective and efficient manner.

FAQs are still very common in the complaint management industry. But the fact is that they are not enough. Most of the complaint management companies are still using a combination of FAQs and other procedures to manage the complaints. This is not enough. A lot of time is wasted in this procedure. And as a result, the customers are not happy with the services. Complaint management software is a need of the day. It should be able to automate the entire process of complaint management. This includes the following:

Benefits of Complaint Management Software

Gather Customer Feedback and Analysis: Get customer feedback and analysis on company products and services.
You Can View the List of Customers: You can view the list of customers who have given feedback.
Send Emails to The Customers: You can send emails to the customers who have given feedback.
Get Reports on Complaints: You can get reports on complaints in a PDF format.
You Can Share the Reports on social media: You can share the reports on social media as well.
Get Feedback from Customers: You can get feedback from customers in a PDF format.
You Can Share the Feedback on social media: You can share the feedback on social media as well.
Helps you to listen to your customers and improve your customer service.
Helps you to make your customers happy and retain them.
Helps you to identify your strengths and weaknesses and improve your business.
Reduces the number of customer complaints by tracking and resolving them early in the process.
Saves your company money by minimizing the number of customer complaints and allowing you to focus on leading indicators of customer satisfaction.
Improves your customer retention rate and reduces the cost of repeat calls, emails and calls.
Helps you to reduce your revenue loss from dissatisfied customers.
Gives you a competitive advantage over your competitors.
Helps you to increase sales by creating a positive image about your brand.

Conclusion

A complaint is an expression of dissatisfaction about a product, service or an organization and it can be made by any consumer who has experienced any problem. Complaints are the most valuable feedback you can get from your customers. That’s why complaint management system is important.