Customer complaints are a major customer service challenge that every business has to face. Because customer interactions involve reporting problems and other pain points, knowing how to handle them is the key to success.
Businesses can (and should) address customer complaints using a structured problem-solving process. If you manage to handle complaints properly, they can turn into a business opportunity. By handling complaints exceptionally well, you can win back your customer’s trust and continue selling to them. Moreover, with the right set of tools, you can turn customer pain points into an advantage. For example, you can start tracking problems to their “root cause” and developing steps to eliminate them in the future.
LiveAgent is a fully-featured complaint management software that enables your team handle challenging situations effectively and professionally. It provides an all-in-one help desk solution that streamlines all of your communication channels – email, live chat, calls, and social media – into a shared company inbox.
If a customer complaint is handled correctly, the positive outcome creates a strong emotional connection with a company or a brand, — and keeps the customer coming back. An interesting statistic that backs up this claim is that people are nearly twice as likely to speak to others about a bad experience as a good one. Moreover, additional research reveals that it takes 12 positive experiences to make up for a single bad experience.
Being able to turn a potentially frustrating situation into a positive customer interaction is a critical part of customer service. Therefore, it’s important to equip your staff with all the tools they need to excel in customer service.
Complaint management software is utilized to handle customer issues with ease. It lets customer service staff keep logs of customer complaints and enables them to categorize and track complaints from start to finish.
The software uses a variety of criteria to prioritize complaints, alert team members, and allocate resources for issue resolution. It also helps keep records for future investigation and further analysis.
Choosing a complaint management software that suits your company’s needs can be a time-consuming task. Different service vendors might offer totally different sets of features and diverse service models hiding behind similar messages. How do you find the right solution quickly?
There are a few important things to research about the complaint management system before making a decision. For your convenience, we’ve compiled a list of the main online complaint system features that good software should have.
The right complaint management solution should give you the ability to deliver seamless and consistent support across all channels (phone, live chat, email, and social media)
To ensure support agents can effectively process a large volume of customer requests without compromising on the quality and speed of resolution, advanced modern systems use automated distribution and prioritization based on a variety of parameters (source, subject, category and other)
To deliver a seamless customer service experience it’s important to have all your customer records in one place, with the ability to view and manage all customer data and communication
Support easily manages complaints with software that allows personnel to distinguish between high and lower priority issues, track issues’ resolution progress and get notified of any updates or changes involved (including smart alerts, reminders, etc).
Using the right solution for complaint management can bring additional benefits. Some of them, such as increased resolution rate, can have almost immediate significant impact on employee workflow and productivity. Others – such as actionable insights and positive brand image – can be considered as long-term benefits addressing strategic concerns of a business.
If customers have to repeat information about their problems as they are moved between communication channels, they might be frustrated. However, if your support department has all customer data and communication consolidated in one place, they are well equipped to tackle customer’s problems.
With complaint management software customer service reps get a much broader understanding of the customer complaint and approach the issue from the right angle. Having all information at their fingertips lets them know the exact cause of the problem and promptly check out its progress/status before the customer shares any details.
Providing access to a complaint resolution record to everyone involved makes it easier for people from different teams to collaborate with each other. By keeping everyone on the same page and letting the staff work towards the problem resolution together, complaint management software ensures that communication is centralized and information is accessible quickly and easily.
Along with the productivity increase that comes from using a complaint management system, the solution should provide a fully-featured reporting and analytics package. With these features you get an overview of your customer support performance, and also get to know your business’s pain points. You’ll be able to map out the processes for improvement and identify key service usage patterns.
Successful customer complaint resolution leads to brand loyalty and repeated business. But more importantly, effective customer communication creates emotional connections that last and promote a positive image of the company, its brands and products. In this sense, investing in a complaint management system results in more credible reputation, increased customer retention, and more word-of-mouth referrals which are essential to a company’s long-term success.
LiveAgent provides a fully-featured solution designed to resolve customer complaints effectively. With LiveAgent, your team is well equipped to deal with challenging situations professionally through a smooth and swift process enhanced by cutting edge communication technology.
If you are looking for the top complaint management software to build and maintain the best customer service environment within your organization, give LiveAgent a try. LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2020. Enjoy your free 14 day trial of LiveAgent today, and keep even the most demanding of customers loyal and happy. No credit card required.
A complaint management system is a help desk software that helps your customer representatives efficiently deal with customer inquiry issues. Moreover, the software enables your agents to respond to multiple channel customer inquiries from one interface, thus decreasing the response time.
Help desk software combines and connects multiple platforms. Thus, you can easily keep track of customer complaints. For instance, by connecting Twitter with your help desk solution, you can get a ticket whenever your company is mentioned in a new tweet.
The first and the most crucial step is to listen. Do not interrupt the customer and make sure they are being heard. The next step is to apologize for the inconvenience and agree if the customer is right. Don't try to lie. Transparency is key when handling complaints. The third step is to let them know that you will help them. Even if you think you cannot help them, you can still provide them with the necessary information, transfer them to the correct department, or find an alternative solution. All of these options are helpful.
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