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.

Customer complaints

What are the reasons behind customer complaints?

Slow and irresponsible customer service

When customers contact support, they expect quick responses and immediate action. They begin to get frustrated when they’re asked to wait for a long time before their query is addressed. Further, if the response they receive has incorrect or missing information, they get more displeased and vent their anger out on support agents.

Lack of an omnichannel support experience

If a brand is providing customer support across multiple platforms like email, phone, chat, and social media, customers expect contextual replies. For example, if a user reaches out to your company’s Twitter handle, he will expect your support team to already have context about his issue even if he reaches out on a different channel the next time. If customers don’t get an omnichannel experience, they have to re-explain their problem multiple times leading to back and forth with your support team.  

Poor end-user experience

Repeated bugs, downtimes, and niggling issues with your product can annoy customers and prevent them from having a glitch-free experience. Customers would also expect you to be more proactive when it comes to resolving problems. Your business should be in a position to anticipate user-experience issues, and take action before customers complain.

Lack of appropriate self-service resources

Customers prefer to troubleshoot problems by themselves rather than reaching out to support for every minor complaint. If they do not find appropriate self-service resources on your company’s website like solution articles, video guides, and FAQs, they will find it tedious to explain every little detail about their problem to a support agent.

No action taken on customer feedback

When customers give feedback, they want it to be taken seriously. They don’t want to face the same problems over and over, and will expect the company to be prompt in implementing fixes and updates. They’d also like it if product managers can incorporate customer ideas for new feature requests in their product roadmap.

Why Freshdesk is the best customer complaint management software

For every business to be successful, customer happiness is extremely important. Which is why, every time there’s a customer complaint, it’s crucial for your support team to turn that into an opportunity to win them over and earn their loyalty. Use Freshdesk's intuitive features like automation, collaboration, social media integration, and more to respond to every customer complaint.

Convert complaints across channels into tickets

When a customer is unhappy, they will definitely reach out to your support through any channel available to them. With Freshdesk, you can keep tabs on all customer complaints by converting them into tickets. You can easily manage issues reported through email, phone, chat, or social media, without leaving the comfort of your helpdesk.

Unify communication channels

Automate tasks for quicker resolution

Automate the process of complaint management by categorizing, prioritizing, and assigning customer complaints to the right agents using Freshdesk. This will help your support agents resolve issues much faster and in a more streamlined manner. You can also save time by adding preset canned responses to handle frequently reported issues.

Automate workflows

Enable better internal team collaboration

With Freshdesk, cross team collaboration is much easier. Your agents can loop in other internal teams right within the ticket thread, and ensure there are no lapses in communication before responding to customers. Freshdesk also has advanced collaboration features that let you share the ownership of tickets, create smaller sub-tickets from a primary ticket, and more.

Collaborate with Freshconnect

Provide relevant self-service options

Customers will not find the need to raise complaints if they’re able to troubleshoot problems by themselves. By using Freshdesk’s extensive knowledge base, you can consolidate all the relevant resources your customers will need like solution articles and guides in one place. This way, you can also deflect support tickets and ensure your agents are handling more complex queries.

Self-service

Make better data-driven decisions

Freshdesk’s in-depth reports give you detailed insights into how well your support team is performing. Managers will be able to increase individual accountability, and also spot bottlenecks that are hampering the efficiency of the support processes. By using CSAT surveys, you can directly find out what customers are looking for, and work towards delivering a better user experience.

Data driven decisions