Do you have any idea about complaint management? A study conducted by The Wall Street Journey in 2020 found that 57 percent more customers filed complaints that year than in 2017.
Complaints contain a wealth of valuable information that can be useful to identify issues with products or services. They also pinpoint bottlenecks in the customer journey and gain a deeper understanding of customers.
Customer complaint management is important to enhance this potential further. Start by following these steps.
What Is Customer Complaint Management? Definition and Steps
The process of managing, responding to, and reporting on complaints received through various channels is known as customer complaint management.
Naturally, not every customer will be pleased every time. However, it is essential to identify the root of this discontent and take into account current trends.
Additionally, it is essential to keep in mind that in the absence of appropriate systems for handling complaints, unsatisfied customers will continue to view a brand negatively.
As a result, and to make complaint management easier, it’s best to break it down into steps like these:
Keeping Complaints Organized
Not only should you record the complaint, but also the person who filed it, the reason for filing it, the agent who received it, and perhaps the steps to resolve the problem. Keep in mind that complaints are a great way to get information about customers to save in the CRM.
Sorting Out Complaints
Complaints can be categorized to provide a more comprehensive picture of how customers perceive a company and highlight worrying trends.
Locating The Underlying Causes
It would be ideal to have a complaint management system that sorts comments and sorts through a lot of data to figure out what’s really wrong. A system like this probably uses text analytics to find specific keywords.
A business may devise a practical and efficient plan to address common issues after evaluating customer complaints. A strategy of this kind is likely to include both individual actions to address a single complaint and collective actions, such as product recalls or bug fixes.
Notifying The Right Departments
Communicate the complaint’s details to the appropriate departments after gathering them so that they can provide additional insights and implement the plan.
Towards Promoting Self-Service
Businesses may benefit from creating a robust FAQ or knowledge base to reduce the number of tickets and customer complaints. Customers will feel more empowered as a result, as they will be able to independently locate relevant assistance.
To ensure that all of this goes off without a hitch, businesses will benefit from having a clear system for handling customer complaints.
The Purpose of Customer Complaint Management
Customer complaint management serves two essential goals: ensuring high quality and increasing customer satisfaction.
Besides, a business could lay out an upper hand by concentrating on horrible comments as well as complaints. After all, complaint management makes it possible for businesses to improve the quality of their goods and services by assessing only the most honest reviews.
Further, by answering customer complaints rapidly, organizations can lessen the level of disappointment that clients experience. This can create long-term connections and establish loyalty.