Why should businesses track and manage customer complaints?
To prevent customers from churning
Customers, today, do not hesitate before switching to an alternative solution when they aren’t getting the best possible experience with a product. To prevent customers from churning because of bad experiences, you have to make sure their complaints are being handled diligently, with the right amount of care and attention to detail.
To improve agent productivity
Happy employees make happy customers. When agents are working in silos and are constantly juggling between cluttered tools, their efficiency takes a hit. The poor employee experience translates into a less than satisfying experience for customers as well, ultimately leading to a broken support process.
To prevent negative word-of-mouth
In this age of social media, negativity spreads like wildfire. Any customer complaint about your brand which goes unattended, can quickly grab attention on social media for all the wrong reasons. Therefore, it becomes essential for you to resolve customer problems at the earliest, and offer users the right solutions and troubleshooting steps.