Complaint Management Software

Complaint management (CM) software helps record and collate complaints as customers and employees report them. CM software can be purchased as a standalone product, as a component module for existing software or as one of several applications in an integrated software suite.

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Recommendations: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.
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Showing 1 - 20 of 507 products
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Showing 1 - 20 of 507 products

Zendesk Sell

Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere....Read more

120 recommendations

NetSuite CRM

NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, m...Read more

72 recommendations

Thryv

Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any custom...Read more

66 recommendations

SalesNOW

SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including co...Read more

4.62 (74 reviews)

22 recommendations

Salesforce Sales Cloud

The Salesforce Sales Cloud is an on-demand CRM platform offering applications for small, midsize, and enterprise organizations, with a focus on sales and customer relationships. ...Read more

19 recommendations

Ontraport

Ontraport provides a customer relationship management (CRM) system for small and growing businesses looking to automate marketing and sales efforts. The solution includes tools for email marketing, lead scoring, lead nurturing,...Read more

4.15 (65 reviews)

16 recommendations

Maximizer CRM

Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximi...Read more

13 recommendations

Claritysoft

Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM wi...Read more

4.45 (88 reviews)

11 recommendations

SugarCRM

SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wiz...Read more

11 recommendations

LeadMaster

LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship ...Read more

4.10 (36 reviews)

7 recommendations

Software pricing tips

Read our Complaint Management Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

TeamSupport

TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamlin...Read more

5 recommendations

Quickbase CRM

Quick Base is an application development platform that enables people to build business applications without coding. The platform is cloud-based and accessible on any browser or mobile device. Users can build apps on Qu...Read more

5 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specificall...Read more

5 recommendations

Sales Creatio

Creatio is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead to sales and to ong...Read more

4.80 (79 reviews)

4 recommendations

Pipeliner CRM

Pipeliner CRM delivers dynamic visualization of the pipeline, sales process and sales activities. Its visual contact management allows users to gain a comprehensive view of their customers and prospects and even map out how the...Read more

4 recommendations

Spotio

Spotio is a cloud-based sales tracking solution designed to assist businesses with lead capturing, resource tracking and sales pipeline management and more. The solution is suitable for businesses that require door-to-door canv<p>Spotio is a cloud-based sa...Read more

4.49 (69 reviews)

4 recommendations

BNTouch Mortgage CRM

BNTouch Mortgage CRM is a fully integrated digital mortgage system, CRM, marketing, and POS tool offering a comprehensive mortgage business growth platform for loan officers and mortgage companies. BNTouch Mortgage CRM ...Read more

4.31 (27 reviews)

4 recommendations

CallProof

CallProof is a cloud-based lead tracking solution that helps businesses automate sales reporting operations in real-time. Key features for field salespeople include customer tracking, multiple routes support, google calendar in...Read more

4.13 (24 reviews)

3 recommendations

SalesOutlook CRM

SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email <p>SalesOutlook CRM is a comp...Read more

4.00 (39 reviews)

3 recommendations

Infor CRM

Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service activitie...Read more

3.60 (27 reviews)

3 recommendations

Popular Complaint Management Software Comparisons

Buyers Guide

Last Updated: February 04, 2021

Whether from customers or employees, all companies get complaints. Often, it’s how the company chooses to deal with them that sets it apart from its peers. Complaint management software can provide a competitive advantage, turning the inevitable complaints from a potential PR problem into actionable advice. In this guide, we’ll answer the following questions:

What Is Complaint Management Software?
What Are the Benefits of Complaint Management Software?
What Are the Common Features of Complaint Management Software?
What Type of Buyer Are You?
Market Trends to Understand

What Is Complaint Management Software?

Complaint management (CM) software helps record and collate complaints as customers and employees report them. CM software can be purchased as a standalone product, as a component module for existing software or as one of several applications in an integrated software suite. It is used by businesses in two general contexts:

  1. Outward-facing. In call center scenarios, to record complaints and problems as reported by customers.
  2. Inward-facing. In internal help desk scenarios, to record issues as reported by the company’s own employees.

What Are the Benefits of Complaint Management Software?

Complaint management software is used to collect and organize reports of issues, complaints and feedback—which can serve many purposes, depending on the context. Here are a few example scenarios that illustrate the benefits of this software for different types of businesses. CM software can be used to:

Improve customer service. In this scenario, a customer is having a problem with his laptop, but it surfaces only rarely and in a very particular set of circumstances. The first time it occurs, he calls the company and speaks with a tech support agent—who offers no solution. The second time the problem occurs, the customer calls and explains the problem again. The first support agent he speaks with can’t help, and escalates the call. When connected with the third support agent, the customer needs to explain the problem again, as well as describe its previous occurrences.

Here, CM software could have collected and organized the caller’s explanations, so he wouldn’t have had to continually repeat himself. Further, it’s likely that other customers were having the same problem. CM software might have been able to help support agents identify the pattern and, potentially, offer a solution sooner.

Improve quality control. In a manufacturing company, there’s a problem with a new product: Quality control misses it, and the product goes to market. Slowly, reports of the problem start trickling in from end users. But because of the technical nature of the problem, it manifests in different ways and the reports aren’t always the same. CM software could help identify the source of the problem by presenting a collated view of the reports, perhaps isolating them to one particular factory or product revision. The company would then be able to address the issue faster.

Improve IT support. In this example, a multinational company has a problem with internal conference calls getting disconnected. Employees in different global offices report issues to their local IT staff. Without CM software, the IT staff in each office might troubleshoot the problem locally, starting with the hardware and local networks. But with CM software, the IT staff would see that the same problem is being reported in many different branch offices. They could then eliminate the local hardware and networks as possible causes. They’d be able to isolate and resolve the problem more quickly.

Assurx’s complaint management software, showing metrics by which complaints are analyzed and tracked

Track feedback in real-time. An online shopping site is trying to make its site more user-friendly. No matter how they rearrange and redesign elements of their website, there are always people emailing, online-chatting and calling in with questions about such things as return policies and shipping rates. By collecting all these communications together, categorizing them and presenting them as they arrive, CM software would show the company how its site’s small redesign changes were affecting the customer experience.

Maintain compliance and prevent lawsuits. If a company produces a flawed product and receives many complaints about the flaw, but does not address them, it can be held liable for negligence. This scenario occurs most often in industries such as automobile or medical device manufacturing, where product safety is particularly important. CM software can be used to closely monitor customer complaints for regulatory or other legal issues in industries where compliance is vital.

What Are the Common Features of Complaint Management Software?

Complaint management software can include a small variety of features and applications, including but not limited to:

Automated complaint processing Automatically turns newly arrived complaints into trouble tickets that will go through the company’s standard ticket resolution procedures.
Workflow guidance Ensure that all employees handle complaints according to company policy, by guiding them through each necessary workflow process.
Compliance monitoring Ensure that complaints are managed in compliance with any applicable governmental regulations or industry standards.
Alerts and reporting Quickly summarize complaints received during a specific time period or for a specific issue, or automatically alert staff when predetermined metrics are met or exceeded

What Type of Buyer Are You?

Understanding what type of complaint management software you need begins with understanding what types of complaints your company receives. There are industry-specific needs and governmental regulations that can help focus the CM software selection process. Examples include:

Finance. Banks, mortgage lenders and student loan programs are subject to oversight by the Consumer Financial Protection Bureau. The CFPB has requirements for how complaints are handled and even publicized.

Healthcare. Medical device manufacturers need to manage complaints to maintain compliance with the Food and Drug Administration. They're required to “establish and maintain procedures for receiving, reviewing and evaluating complaints.”

HappyFox screenshot Screenshot of Happyfox Hospital help desk software. Help desk and complaint management software are often integrated together

Additionally, buyers need to be aware of which channels customers use to register complaints. Complaints can come via phone, email, fax, registered mail even text message. Identifying which channels are to be managed can further focus the CM software selection process. Most buyers, however, will be looking for multi-channel support.

Market Trends to Understand

When searching for and reviewing CM software, there are a few market trends you should be aware of. Here are two that stand out:

Shift towards integrated suites. Broadly speaking, business software falls into one of the following two categories:

  1. Best-of-breed. This is a standalone application.
  2. Integrated suite. This is multiple software applications bundled within the same package.

Complaint management software is increasingly sold as a component of a larger integrated suite. This trend is a logical direction, given that CM software works closely with other company software applications and suites, such as those used for customer relationship management, help desk and call center management.

Shift towards Software-as-a-Service (SaaS) model. Traditionally, software was purchased as physical copies and installed on-site on a company’s own computers (what is known as “on-premise” deployment). The SaaS deployment model does not require any on-site installation, as the software is delivered as a service over an Internet connection and paid for on a subscription basis.

The broad category of Customer Relationship Management software, under which CM software is categorized, has been moving successfully to the SaaS model for several years.