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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Showing 1 - 20 of 73 products
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Showing 1 - 20 of 73 products

CentraHub CRM

Centra Hub CRM is a solution designed to help businesses of any size streamline sales, customer service, and marketing processes. It can be hosted on the cloud or installed on-premise. With live dashboards, custom reporting, and a...Read more

4.05 (21 reviews)

16 recommendations

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Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution....Read more

4.36 (2788 reviews)

5 recommendations

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Issuetrak

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more

4.53 (163 reviews)

4 recommendations

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SAP Customer Experience

Whether you’re a mid-market company looking for an on-demand CRM application or a large enterprise that needs a robust, end-to-end client management solution, SAP can meet the unique technology needs of your company. ...Read more

4.19 (208 reviews)

1 recommendations

Simplify360

Simplify360 is an AI-powered customer service platform that allows users to deliver great customer support across all their modern communication channels. Simplify360 has been helping businesses deliver exceptional customer suppo...Read more

4.36 (11 reviews)

1 recommendations

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Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat...Read more

LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all...Read more

TeamSupport

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information tech...Read more

Apptivo

Apptivo is a cloud-based suite of applications designed to help small businesses manage a range of functions including financials, human resources and supply chain management. Apptivo’s customer relationship management (CRM) app...Read more

Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ...Read more

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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

Freshservice

Freshservice is a powerful IT Service Management solution from Freshdesk. This cloud-based system frees IT departments from clunky, server-based solutions, offering on-the-go mobility, powerful features, and flexible pricing....Read more

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Vtiger CRM

Vtiger CRM offers a single, unified CRM for sales, customer support and marketing teams. Vtiger CRM can be used across the entire customer lifecycle, and it allows marketing teams to capture and nurture leads, sales teams to score...Read more

JIRA Service Management

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery of ...Read more

Qualtrics CustomerXM

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)...Read more

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Front

Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities and contextual data to ensure responses are always fast, accurate, and deeply personalized. Front’s modern in...Read more

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Avochato

Avochato is a messaging and reputation management solution designed for companies of all sizes. It offers customer review management, response management, review monitoring and reporting functionalities within a suite. The product...Read more

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GetMoreReviews

GetMoreReviews is a cloud-based reputation management solution that helps businesses of all sizes manage and generate reviews of the customers across the web. It allows users to maintain brand value by receiving alerts on negative...Read more

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MasterControl Quality Excellence

MasterControl Quality Excellence (a QMS Software Solution) is an integrated quality management system that eliminates the need to paper-based quality processes. It helps life-science companies adhere more efficiently to the ever-c...Read more

4.47 (93 reviews)

Instabug

Instabug is a hybrid in-app feedback and bug tracking solution that provides businesses functionalities for beta testing, user engagement and crash reporting. Users are provided with customizable software developer kits (SDKs...Read more

4.63 (91 reviews)

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HappyFox Help Desk

HappyFox is a unique system designed to simplify and streamline the client support process, with a ticket organization feature that lets client support members sort requests according to priority, improving response times....Read more

4.58 (88 reviews)

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Popular Complaint Management Software Comparisons

Buyers Guide

Last Updated: May 18, 2022

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.