--- title: "Best Complaint Management Software - 2026 Reviews & Pricing" description: "Find the best Complaint Management Software for your organization. Compare top Complaint Management Software systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/crm/complaint-management-comparison/" page_type: "subcategory" language: "en" --- [Home](https://www.softwareadvice.com/) / Complaint Management Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Complaint Management Software of 2026 Updated August 15, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 117 results ### Compare Products Showing 1 - 25 of 117 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **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. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### Product: Rock Solid [Rock Solid](https://www.softwareadvice.com/crm/rock-solid-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers case management, reporting and analytics, workflow automation, and customer self-service. Rock Solid enables businesses to manage requests and ensure resolution of issues across all citizen-facing departments. The platform includes reporting dashboards with report building capabilities. Users can design workflows, automate processes, and integrate the platform with existing systems to ensure seamless implementation. Rock Solid includes a customizable mobile app that delivers self-service capabilities to citizens. Citizens can communicate promptly with their government through a variety of methods.... [Read more](https://www.softwareadvice.com/crm/rock-solid-profile/) ### Product: SAP Customer Experience [SAP Customer Experience](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) 4.25 [(245)](https://www.softwareadvice.com/crm/sap-customer-experience-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary SAP Customer Experience is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales pipeline, customers and marketing operations. SAP Customer Experience features built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The solution can also be deployed on-premise. The sales module helps organizations acquire and retain new business by effectively managing the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids organizations in improving client satisfaction and retention rates by providing superior levels of customer support. Other modules include channel management, interaction center, web channel, and business communications management. SAP Customer Experience offers support through an online knowledge base, support portal and via phone.... [Read more](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) ### What users love - Comprehensive client management tools - Robust customer service capabilities ### To take in mind - Complex and unintuitive interface ### Best rated features: Customer Complaint Tracking 5.0 Client Management 4.8 Customer Database 4.8 Interaction Tracking 4.8 ### Worst rated features: Campaign Planning 3.0 Pipeline Management 3.8 Forecasting 3.8 Campaign Management 4.0 [See all features](https://www.softwareadvice.com/crm/sap-customer-experience-profile/#key-features) ### Basic $58.00/month [See full pricing details](https://www.softwareadvice.com/crm/sap-customer-experience-profile/#pricing-and-plans) ### Product: Zendesk Suite [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.41 [(4089)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Zendesk provides a customizable interface, live chat and full integration with many other applications. It's a great fit for companies needing complaint management functionality and is backed by a host of other help desk features.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/) ### What users love - Centralized multichannel support platform - Customizable and organized ticketing - Intuitive and user-friendly interface ### To take in mind - Escalating costs and limited value - Email handling and notification issues - Missing or complex feature set ### Best rated features: Predictive Dialer 5.0 Batch Communications 5.0 Tagging 5.0 Online Forums 5.0 ### Worst rated features: Widgets 2.7 Interactive Content 3.0 Account Alerts 3.0 [See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features) ### Suite Team $55.00/month ### Suite Growth $89.00/month ### Suite Professional $115.00/month [See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans) ### Product: Tidio [Tidio](https://www.softwareadvice.com/live-chat/tidio-chat-profile/) 4.73 [(590)](https://www.softwareadvice.com/live-chat/tidio-chat-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Tidio is a complete customer support software suite combining a help desk, live chat, chatbot automation, and a conversational AI agent. Trusted by over 300,000 businesses across ecommerce, service industries, and tech, Tidio helps streamline communication, speed up support, and boost conversions. With Tidio, support teams can chat with visitors in real time, automate FAQ responses using Flows (rules-based chatbots), and handle messages from email, Messenger, Instagram, and WhatsApp—all from one centralized inbox. At the core of the platform is Lyro—Tidio’s AI agent for customer service—designed to handle up to 64% of common support questions without any human intervention. With just one click, Lyro starts using your existing help docs to deliver accurate, on-brand answers—without guessing or fabricating responses. Tidio makes it easy to grow your support operations without overloading your team. It helps reduce missed opportunities, cut down response times, and lets your agents concentrate on complex issues. Get started for free and unlock 50 AI-driven conversations with Lyro—no credit card needed.... [Read more](https://www.softwareadvice.com/live-chat/tidio-chat-profile/) ### What users love - Versatile live chat experience - Efficient customer service automation - Flexible multi-platform integrations ### To take in mind - Expensive for small businesses ### Best rated features: Customer Surveys 5.0 Activity Tracking 5.0 Language Detection 5.0 Help Desk Management 5.0 [See all features](https://www.softwareadvice.com/live-chat/tidio-chat-profile/#key-features) ### Free $0.00/month For solo entrepreneurs. Free forever. No credit card required. ### Starter $24.17/month Ideal for small businesses focused on enhancing customer satisfaction via live chat support. ### Growth $49.17/month Ideal for teams of all sizes prioritizing customer service as their competitive advantage. [See full pricing details](https://www.softwareadvice.com/live-chat/tidio-chat-profile/#pricing-and-plans) ### Product: LiveAgent [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.67 [(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. Streamline all business communication channels and manage customer interactions from a single shared team inbox. It offers 200+ native integrations including all popular social media, a customizable chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across different use cases. Start with a 1-month free trial, no credit credit card needed.... [Read more](https://www.softwareadvice.com/crm/liveagent-profile/) ### What users love - Unified customer support management - Real-time chat for support - Intuitive and simple navigation ### To take in mind - Cumbersome email handling experience - Outdated and cluttered interface design - Limited mobile functionality and usability ### Best rated features: Corrective and Preventive Actions (CAPA) 5.0 Drag & Drop 5.0 Transfers/Routing 5.0 Issue Tracking 5.0 ### Worst rated features: Audit Trail 1.0 Multi-Channel Management 2.0 [See all features](https://www.softwareadvice.com/crm/liveagent-profile/#key-features) ### Small $15.00/month $15 agent/month (billed annually) — $19 agent/month (billed monthly) ### Medium $29.00/month $29 agent/month (billed annually) — $35 agent/month (billed monthly) ### Large $49.00/month $49 agent/month (billed annually) — $59 agent/month (billed monthly) [See full pricing details](https://www.softwareadvice.com/crm/liveagent-profile/#pricing-and-plans) ### Product: QT9 QMS [QT9 QMS](https://www.softwareadvice.com/manufacturing/qt9-profile/) 4.78 [(124)](https://www.softwareadvice.com/manufacturing/qt9-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary QT9 QMS is a web-based quality management solution used by companies to comply with ISO and FDA quality standards. The software is available for deployment either on-premise or in the cloud. The tool eliminates the need for paper records and replaces them with electronic systems. It helps service and manufacturing companies manage day-to-day work and instills full transparency across the system. QT9 QMS allows users to set up email reminders to keep employees on track to finish project modules within time limits. Users can also track nonconforming products, corrective actions taken by employees, document control, training, and other quality modules electronically through the QMS system. The application provides module approval system to quality managers where they can approve, verify, and reject project work done by employees. Quality managers can send project approvals to the teams through a digital signature. QT9 QMS offers a custom reporting engine that can export data in excel format, report format, or even charts. The software offers a web-based portal for supplier, customer, and employee training.... [Read more](https://www.softwareadvice.com/manufacturing/qt9-profile/) ### Best rated features: Image Capture 5.0 Supplier Quality Control 5.0 Supplier Management 5.0 Gantt/Timeline View 5.0 [See all features](https://www.softwareadvice.com/manufacturing/qt9-profile/#key-features) ### QT9 QMS Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/manufacturing/qt9-profile/#pricing-and-plans) ### Product: Supportbench [Supportbench](https://www.softwareadvice.com/help-desk/supportbench-profile/) 4.87 [(116)](https://www.softwareadvice.com/help-desk/supportbench-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary The AI-Powered Helpdesk for Modern B2B Teams Supportbench is the most complete helpdesk platform built specifically for B2B support and success teams. Designed for high-touch customer relationships, we embed AI throughout your workflow to automate the manual, reduce costs, and empower your agents with real-time intelligence. No IT team required. Top Benefits: Reduce support costs by automating repetitive work Improve resolution times with AI-powered case context and suggestions Increase agent productivity with an AI Copilot that guides every reply Get faster time to value—Supportbench is easy to configure and launch Gain visibility into KPIs and customer health with built-in analytics Key AI Features: AI QA Bot that answers questions or raises tickets automatically AI Copilot that suggests the next best response based on history and KB Automatic case summaries when tickets are opened or closed Turn cases into knowledge base articles instantly Predictive CSAT and CES scores without needing survey responses Auto-tagging, auto-prioritization, and issue classification via AI Powerful Enterprise Functionality: Dynamic SLAs that adapt based on customer and case context Native Salesforce synchronization to show licensing and contract data Secure, branded customer portal with full customization Rich email editor that supports inline images and formatting Escalation management with notes, stages, and auto-escalation rules Internal and external knowledge bases for both agents and customers Built for B2B Teams That: Need to manage complex or high-value accounts Want fewer support escalations and better visibility Prefer a platform that doesn't require constant IT involvement Are scaling fast and need a modern, all-in-one solution Supportbench is the #1-rated B2B helpdesk on G2, Capterra, and Software Advice with a 4.9/5 average rating. It’s the helpdesk that helps you do more—with less.... [Read more](https://www.softwareadvice.com/help-desk/supportbench-profile/) ### Best rated features: Real-Time Chat 5.0 Customer History 5.0 Real-Time Analytics 5.0 Interaction Tracking 5.0 ### Worst rated features: Monitoring 3.0 CRM 3.8 Reporting & Statistics 4.0 [See all features](https://www.softwareadvice.com/help-desk/supportbench-profile/#key-features) ### Supportbench $32.00/month Pricing starting at $32 USD a month per agent all modules included including ticketing, knowledge base, AI, and Chat. Special discounts for Startups and Non-Profits available as well.... [Read more](https://www.softwareadvice.com/help-desk/supportbench-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/help-desk/supportbench-profile/#pricing-and-plans) ### Product: Freshservice [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.55 [(790)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.... [Read more](https://www.softwareadvice.com/help-desk/freshservice-profile/) ### What users love - Efficient ticket handling workflows - Reliable support and service delivery - Intuitive and clean user experience ### To take in mind - Tiered pricing and added costs - Limited and inflexible reporting tools - Customization options are restricted ### Best rated features: Drag & Drop 5.0 Completion Tracking 5.0 Live Chat 5.0 Investigation Management 5.0 [See all features](https://www.softwareadvice.com/help-desk/freshservice-profile/#key-features) ### Starter $19.00/month Up to 1 Agent ### Growth $49.00/month Up to 1 Agent ### Pro $99.00/month Up to 1 Agent [See full pricing details](https://www.softwareadvice.com/help-desk/freshservice-profile/#pricing-and-plans) ### Product: Hiver [Hiver](https://www.softwareadvice.com/crm/hiver-profile/) 4.68 [(148)](https://www.softwareadvice.com/crm/hiver-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Hiver is the agentic omnichannel customer service platform where teams resolve complex support requests with AI Agents, cross-team collaboration, workflows, and ticketing. Hiver comes in two products: Hiver Omni, a dedicated agentic omnichannel platform, and Hiver in Gmail, which runs inside your inbox. Hiver is built for businesses of all sizes, from startups to enterprises, across teams like Support, Success, Finance, and HR, enabling them to manage support seamlessly. 10,000+ teams worldwide trust Hiver to run customer support. The platform is built with enterprise-grade security (SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant). Some of Hiver’s key features include - a) Omnichannel support: Bring every customer conversation across email, chat, Slack, voice, SMS, and social into one platform. Every interaction stays connected to the same customer record, so context carries across channels. b) Cross-team collaboration: Resolve complex requests without losing context between teams. Hiver keeps conversation history, private notes, handoffs, and Slack discussions connected to the customer thread, so everyone works from the same picture. c) Ticketing: Give every request clear ownership and structure, with status, priority, custom fields, queues, SLAs, and a complete history of every action. Teams configure ticket fields and define SLAs in natural language, and audit trails keep every action accountable and reporting-ready. d) AI Agents: AI Agents take customer requests from intent to resolution. They understand what the customer needs, gather context, follow your team's procedures, take actions across connected systems, and respond. They resolve requests autonomously and bring in your team when human judgment is needed. e) AI Copilot: When a request needs a person, Copilot does the groundwork. It finds similar issues, gathers context, drafts replies in your team's tone, recommends next steps, and takes directed actions like updating Salesforce or pulling information from Confluence. Your team reviews and approves what goes out. f) Self-updating help center: Turn every resolution into knowledge that compounds. Hiver AI writes help center articles from resolved conversations, and flags existing content when it goes stale or conflicts with how your team actually resolves issues. g) Integrations and Workflows: Connect the tools your team already uses and automate the work between them. Workflows route, assign, tag, triage, and escalate requests using conditions and data from your apps, and trigger actions across connected systems. Teams build the rules in natural language. h) Analytics: Reporting covers volume, response and resolution times, SLA attainment, and satisfaction, broken out by channel, team, and individual, plus quality scores, customer health, and trends across conversations. Your team queries the data in natural language, inside Hiver or through MCP. i) Customer Intelligence: Build a living understanding of every customer account. Hiver brings together conversations, CRM data, product usage, and calls to continuously assess health, sentiment, and churn risk. Ask AI answers deeper questions about each account, and AI Agents and your team act on that intelligence in every interaction. Additionally, Hiver stands out for its intuitive interface and ease of configuration. It is designed to feel remarkably simple from day one. Teams can build AI Agents, create routing and triage workflows, configure ticket fields, and define SLAs using natural language. Most teams are up and running in minutes, without IT or outside consultants.... [Read more](https://www.softwareadvice.com/crm/hiver-profile/) ### Best rated features: Issue Tracking 5.0 Shared Inboxes 5.0 SSL Security 5.0 Reporting/Analytics 5.0 [See all features](https://www.softwareadvice.com/crm/hiver-profile/#key-features) ### GROWTH $25.00/month Ideal for small teams to deliver effortless, multi-channel support. ### PRO $55.00/month For teams looking transform their support with advanced features ### ELITE $85.00/month For teams looking transform their support with advanced features [See full pricing details](https://www.softwareadvice.com/crm/hiver-profile/#pricing-and-plans) ### Product: servis.ai [servis.ai](https://www.softwareadvice.com/product/113880-FreeAgent-Network/) 4.65 [(71)](https://www.softwareadvice.com/product/113880-FreeAgent-Network/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Servis.ai, formerly FreeAgent CRM, is a robust Business Operations Management Platform that helps your team get organized, gain visibility into day-to-day work, and get more done with a powerful, easy-to-use sales platform your sales team will actually love. Work smarter and faster with instant visibility, empowering sales teams to do more with less. Speed up cycle times, close more deals, save time, improve business processes, and ensure nothing falls through the cracks by having all your tools in one happy place. Lift your business up out of spreadsheets and email, and win your workdays with FreeAgent CRM.... [Read more](https://www.softwareadvice.com/product/113880-FreeAgent-Network/) ### Best rated features: Pipeline Management 5.0 Customer Segmentation 5.0 Third-Party Integrations 5.0 Dashboard 5.0 ### Worst rated features: Campaign Management 3.0 Marketing Automation 3.0 [See all features](https://www.softwareadvice.com/product/113880-FreeAgent-Network/#key-features) ### Product: InvGate Service Management [InvGate Service Management](https://www.softwareadvice.com/crm/invgate-profile/) 4.62 [(108)](https://www.softwareadvice.com/crm/invgate-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and can be purchased outright as an on-premises option, or SaaS, with an annual reoccurring fee. It is customizable depending on the needs of the company. InvGate lets users create trouble tickets, run advanced reports and view analytics and automate workflows. Its drag-and-drop and drill-down functionality allow data to be accessible to all members of the team. The solution offers features such as ticket management, knowledge base, problem management, change management, reporting and analytics. The built-in analytics tool uses OLAP approach to deliver data and information in real time. InvGate also offers web self-service capabilities, so staff can track the progress of trouble tickets, search the knowledge base, and promote self-resolution to IT service requests. Support is available via online portal and phone.... [Read more](https://www.softwareadvice.com/crm/invgate-profile/) ### Best rated features: IT Asset Management 5.0 SSL Security 5.0 Problem Management 5.0 Help Desk Management 5.0 [See all features](https://www.softwareadvice.com/crm/invgate-profile/#key-features) ### Starter $17.00/year Up to 5 agents; $999 billed annually ### Pro $40.00/year From 6-50 agents ### Enterprise Custom Pricing available upon request Unlimited agents [See full pricing details](https://www.softwareadvice.com/crm/invgate-profile/#pricing-and-plans) ### Product: Issuetrak [Issuetrak](https://www.softwareadvice.com/crm/issuetrak-profile/) 4.56 [(205)](https://www.softwareadvice.com/crm/issuetrak-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Issuetrak is a flexible issue tracking 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 deployed in the cloud or hosted on-premises and is suitable for departments and organizations of any size. The product’s features include a task manager for task assignment and workflow creation, a suite of automation tools, round robin issue assignment, and intuitive reporting options. Issuetrak provides plenty of ways for users to customize their issue submission process, such as custom screens and user-defined fields. A number of add-on modules are available to supplement the base product with tools like Asset Management and Active Directory. Users can also keep automatic audit records, organize their own Knowledge Base, edit their reporting dashboard to display their preferred metrics at a glance, and manage their issues via a centralized, customizable Issue Hub. Issuetrak offers full-time support, as well as guided implementation and onboarding to assist users in configuring the site exactly how it’s needed.... [Read more](https://www.softwareadvice.com/crm/issuetrak-profile/) ### Best rated features: Remote Access/Control 5.0 Queue Management 5.0 Recurring Issues 5.0 Knowledge Management 5.0 [See all features](https://www.softwareadvice.com/crm/issuetrak-profile/#key-features) ### Cloud Annual $876.00/year $876 /agent (3 agent minimum) Unlimited Free Users. Sit back, relax, and let us host Issuetrak for you. Automatic software updates with expert maintenance included.... [Read more](https://www.softwareadvice.com/crm/issuetrak-profile/#pricing-and-plans) ### On-Premises Annual $478.00/month Starting at $478 /agent (3 agent minimum). Perpetual or annual licenses available. Our software on your own managed servers gives you full control over security, connectivity, and data.... [Read more](https://www.softwareadvice.com/crm/issuetrak-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/issuetrak-profile/#pricing-and-plans) ### Product: QualityQuest [QualityQuest](https://www.softwareadvice.com/crm/compliancequest-profile/) 4.62 [(112)](https://www.softwareadvice.com/crm/compliancequest-profile/reviews/) Best for:Features ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary ComplianceQuest is an AI-powered quality and safety management system (QHSE), comprising EQMS (enterprise quality management system) and EHS (environmental health and safety) functionalities. Built natively on the Salesforce platform, it is designed to assist life sciences companies in accelerating product and process innovation, mitigating risks, and driving continuous improvement. The platform facilitates streamlined communication and collaboration across the product value chain, promoting efficiency and compliance throughout operations. The system offers a suite of integrated solutions that support organizations in enhancing quality, safety, and efficiency as they move products from concept to customer delivery. By utilizing data-driven processes, ComplianceQuest helps businesses address risks, safeguard employees and suppliers, protect brand reputation, and improve innovation, regulatory compliance, profitability, and customer loyalty. Its pre-validated design allows for ease of implementation, operation, and maintenance. The EQMS suite includes modules for audit, CAPA (corrective and preventive actions), change management, complaints handling, document management (EDMS), equipment tracking, review coordination, non-conformance management, out-of-specification (OOS) and out-of-trend (OOT) analysis, regulatory reporting, risk management, and training (LMS). The EHS suite covers modules for incident reporting, observations, permit to work (JSA), environmental management, and sustainability. EQMS and EHS modules are fully integrable, offering a connected ecosystem to drive operational effectiveness.... [Read more](https://www.softwareadvice.com/crm/compliancequest-profile/) ### Best rated features: Approval Process Control 5.0 Lifecycle Management 5.0 Occupational Health Management 5.0 Product Data Management 5.0 [See all features](https://www.softwareadvice.com/crm/compliancequest-profile/#key-features) ### Product: UseResponse [UseResponse](https://www.softwareadvice.com/live-chat/useresponse-profile/) 4.58 [(36)](https://www.softwareadvice.com/live-chat/useresponse-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary UseResponse is a Cloud-based and Slef-Hosted customer support solution that provides users with customer service tools and customer feedback solution. It features a Help Desk Ticketing Solution, Feedback Community System, Knowledge Base, and Live chat with messengers and chatbot. With UseResponse’s support software, customer inquiries from social media platforms are automatically logged. When customers send in email inquiries, the solution assigns those emails ticket numbers. Users can customize the types of emails that are assigned tickets numbers. Users are also able to set up email templates so that canned responses can be sent automatically to certain types of email inquiries. In UseResponse’s customer service and support application, customer profiles can be created to include information such as customer location, the browser they’re using and their system's operating system. UseResponse is available on monthly and yearly subscription basis that includes support through an online knowledge base and live chat.... [Read more](https://www.softwareadvice.com/live-chat/useresponse-profile/) ### Best rated features: Call Center Management 5.0 Multi-Channel Communication 5.0 Real-Time Updates 5.0 Self Service Portal 5.0 ### Worst rated features: Support Ticket Management 1.0 Document Storage 4.0 [See all features](https://www.softwareadvice.com/live-chat/useresponse-profile/#key-features) ### Enterprise cloud - Complete Suite $199.00/month The plan is designed for 2 users. An additional user costs $19 per month ### Enterprise Cloud - Feedback solution $124.00/month The plan is designed for 2 users. An additional user costs $19 per month ### Enterprise Cloud - Knowledge Base $139.00/month The plan is designed for 2 users. An additional user costs $19 per month [See full pricing details](https://www.softwareadvice.com/live-chat/useresponse-profile/#pricing-and-plans) ### Product: Wowdesk [Wowdesk](https://www.softwareadvice.com/crm/wowdesk-profile/) 4.73 [(11)](https://www.softwareadvice.com/crm/wowdesk-profile/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary WowDesk is a customer service solution that helps small to large enterprises gather clients’ requests from all channels on a unified platform. With specific modules to manage customers, agents, managers, subject matter experts, administrators and external entities, it allows businesses to manage delivery service across various industries. Key features of WowDesk include management of complaints, knowledge base, facilities, cases and ticketing. Its self-service portals allow businesses to communicate with customers and manage relationships across email, chat, phone and social media networks. Additionally, it comes with a customizable platform, which enables agents to collaborate with subject matter experts and administrators to configure and automate structure rules as per business requirements. WowDesk enables businesses to provide controlled access to suppliers, auditors and third-party vendors and streamline operations related to customer servicing. WowDesk can either be deployed on-premise or hosted in the cloud. Support is available via phone, email and Skype.... [Read more](https://www.softwareadvice.com/crm/wowdesk-profile/) ### Basic $6.00/month [See full pricing details](https://www.softwareadvice.com/crm/wowdesk-profile/#pricing-and-plans) ### Product: Zoho Desk [Zoho Desk](https://www.softwareadvice.com/crm/zoho-desk-profile/) 4.51 [(2214)](https://www.softwareadvice.com/crm/zoho-desk-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary 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 creation. Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction. Integration with Zoho customer relationship management (CRM) facilitates feeding of customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers. The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and adding of help folders. Zoho Desk can also be integrated with clients’ in-house systems.... [Read more](https://www.softwareadvice.com/crm/zoho-desk-profile/) ### What users love - Comprehensive customer service platform - Efficient ticket organization and automation - Intuitive interface for all users ### To take in mind - Cluttered and confusing interface - Email setup and notification issues - Complex user and agent controls ### Best rated features: Multi-Language 5.0 Workflow Configuration 5.0 SMS Messaging 5.0 Manual Dialer 5.0 ### Worst rated features: Website Integration 2.0 Lead Management 3.0 [See all features](https://www.softwareadvice.com/crm/zoho-desk-profile/#key-features) ### Express $9.00/month ### Standard $20.00/month ### Professional $35.00/month [See full pricing details](https://www.softwareadvice.com/crm/zoho-desk-profile/#pricing-and-plans) ### Product: ServiceTonic [ServiceTonic](https://www.softwareadvice.com/crm/service-tonic-profile/) 4.63 [(8)](https://www.softwareadvice.com/crm/service-tonic-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary ServiceTonic is a Help Desk and ITSM solution for companies of all sizes in industries including IT Services, accounting, advertising, distribution, healthcare, manufacturing, pharmaceuticals and many more. The solution is offered in an on-premise or cloud-based deployment, and is both Mac and PC compatible. With ServiceTonic, you can track a support request through its lifecycle up to completion. Core features of ServiceTonic include business process automation, customer service and support, help desk, web self-service, knowledge management, live chat and field service. Additional features of the system include ticket management, business workflows, SLA management, email integration, reporting, and automated network inventory, among others. ServiceTonic also offers users the ability to integrate with LDAP user directories, corporate databases, and other third-party business software. A personalized dashboard allows users to customize how they view and monitor job progress and tasks, while also managing tickets and calendars. ServiceTonic serves users across the globe, and offers multiple pricing plans based on functionality and deployment.... [Read more](https://www.softwareadvice.com/crm/service-tonic-profile/) ### Best rated features: License Management 5.0 Incident Management 5.0 Service Level Agreement (SLA) Management 5.0 Activity Dashboard 5.0 ### Worst rated features: Inventory Management 3.0 Support Ticket Tracking 4.0 IT Asset Tracking 4.0 [See all features](https://www.softwareadvice.com/crm/service-tonic-profile/#key-features) ### Basic €20.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-tonic-profile/#pricing-and-plans) ### Product: Everest [Everest](https://www.softwareadvice.com/product/188683-Everest/) 5.0 [(1)](https://www.softwareadvice.com/product/188683-Everest/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Lynk is a cloud-based customer support and complaint management solution that caters to mid-size and large organizations across various industries. It is also available for on-premise deployment. Everest receives customer complaints and queries via various channels that include email, phone, a company’s website, mobile app and remote call centers. Individual cases can be located by searching Everest with a variety of criteria including date of first contact, current resolution status or customer account number. The solution also allows for a high degree of process automation, and can be configured to send emails or other notifications based on predetermined triggers. It provides users charting and reporting options, integrated analysis for managing business processes and custom dashboard for specific information. Everest 7 provides support via phone and email during business hours on weekdays.... [Read more](https://www.softwareadvice.com/product/188683-Everest/) ### Product: Freshdesk [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.51 [(3468)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Freshdesk is a cloud-based customer service solution that helps businesses resolve customer queries across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers and monitor key performance metrics with powerful analytics. Additionally, the platform offers powerful analytics and reporting capabilities, allowing businesses to gain valuable insights and make data-driven decisions to optimize their customer service.... [Read more](https://www.softwareadvice.com/crm/freshdesk-profile/) ### What users love - Reliable customer support platform - User-friendly and intuitive interface - Efficient ticket organization tools ### To take in mind - Escalating costs with scaling - Limited and basic reporting options - Missing standard email features ### Best rated features: Templates 5.0 Drag & Drop 5.0 Customer Complaint Tracking 5.0 Case Management 5.0 ### Worst rated features: Conferencing 2.0 [See all features](https://www.softwareadvice.com/crm/freshdesk-profile/#key-features) ### Freshdesk Growth $19.00/month Ticketing, customer portal, reports and more. Ideal for small businesses that want to offer service on email.... [Read more](https://www.softwareadvice.com/crm/freshdesk-profile/#pricing-and-plans) ### Freshdesk Pro $55.00/month Everything in Freshdesk Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms... [Read more](https://www.softwareadvice.com/crm/freshdesk-profile/#pricing-and-plans) ### Freshdesk Enterprise $89.00/month [See full pricing details](https://www.softwareadvice.com/crm/freshdesk-profile/#pricing-and-plans) ### Product: Front [Front](https://www.softwareadvice.com/crm/front-profile/) 4.54 [(288)](https://www.softwareadvice.com/crm/front-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person and unlock visibility and insights across all of their customer operations. Additionally, it drives operational efficiency that prevents churn, improves retention and propels customer growth.... [Read more](https://www.softwareadvice.com/crm/front-profile/) ### What users love - Centralized shared inbox features - Real-time team communication tools - Efficient customer support platform ### To take in mind - Expensive per-user pricing model ### Best rated features: Order Management 5.0 Call Center Management 5.0 Task Progress Tracking 5.0 Sales Pipeline Management 5.0 [See all features](https://www.softwareadvice.com/crm/front-profile/#key-features) ### Starter $25.00/month Billed annually, up to 10 seats ### Professional $65.00/month Billed annually, up to 50 seats ### Enterprise $105.00/month Billed annually [See full pricing details](https://www.softwareadvice.com/crm/front-profile/#pricing-and-plans) ### Product: SAP Service Cloud [SAP Service Cloud](https://www.softwareadvice.com/help-desk/sap-service-cloud-profile/) 4.50 [(2)](https://www.softwareadvice.com/help-desk/sap-service-cloud-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary SAP Service Cloud Portfolio is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales pipeline, customers and marketing operations. SAP Service Cloud Portfolio features built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The solution can also be deployed on-premise. The sales module helps organizations acquire and retain new business by effectively managing the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids organizations in improving client satisfaction and retention rates by providing superior levels of customer support. Other modules include channel management, interaction center, web channel, and business communications management. SAP Service Cloud Portfolio offers support through an online knowledge base, support portal and via phone.... [Read more](https://www.softwareadvice.com/help-desk/sap-service-cloud-profile/) ### Best rated features: Contact Management 5.0 Self Service Portal 5.0 Real-time Consumer-facing Chat 5.0 Contact Database 4.5 ### Worst rated features: Lead Management 3.5 Ticket Management 4.0 Support Ticket Management 4.0 Call Routing 4.0 [See all features](https://www.softwareadvice.com/help-desk/sap-service-cloud-profile/#key-features) ### Product: QAlert [QAlert](https://www.softwareadvice.com/service-desk/qalert-profile/) 4.50 [(6)](https://www.softwareadvice.com/service-desk/qalert-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary QAlert is a cloud-based citizen request management (CRM) platform designed to help local or county governments manage non-emergency requests, work orders and other complaints. It allows citizens to communicate and engage with municipalities using various channels such as calls, texts, tweets, emails and more. Features of QAlert include automated notifications, searchable knowledgebase, resident account creation, reporting and more. It comes with a self-service web portal for residents to submit requests, check the status of complaints and browse through knowledgebase for solutions. Additionally, staff members can utilize the platform to automate processes for routing, escalations and custom communications. QAlert provides a companion mobile application for iPad devices, which lets field agents receive, document and generate requests even from remote locations. Users can gain real-time insights into data and generate reports on various activities. Pricing is available on request and support is extended via email and phone.... [Read more](https://www.softwareadvice.com/service-desk/qalert-profile/) ### Product: SimpleWorks [SimpleWorks](https://www.softwareadvice.com/email-marketing/simplecrm-profile/) 4.47 [(15)](https://www.softwareadvice.com/email-marketing/simplecrm-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary SimpleCRM, offered by Simpleworks, is an exceptional CRM and AI-based solution designed specifically for mid-sized and large enterprises in the Asia Pacific, Middle East, and North Africa regions. With headquarters in Singapore and development centers in Nagpur and Hyderabad, Simpleworks ensures high scalability and adheres to ISO 27001:2013 standards, providing a reliable and secure platform. Our expertise extends beyond the Asia Pacific region, allowing businesses in the Middle East and North Africa to leverage SimpleCRM's robust features and capabilities to streamline customer relationship management and drive business growth. With our comprehensive solution, businesses in these regions can enhance customer experiences, optimize processes, and achieve their CRM objectives with confidence. The solution offers a diverse portfolio of products tailored to meet various business requirements. It includes an Omnichannel Support Centre System, Omnichannel Lead Management System, Marketing Automation, Sales Mobile App, Smart AI Chatbot, Digital Account Opening Solution (Mobile App & Bot), and AI-Based Predictive Analytics. This comprehensive range of products empowers businesses to streamline customer support, optimize lead management, automate marketing processes, enhance sales activities, and harness the power of AI for intelligent decision-making. Backed by a team of approximately 100 dedicated professionals with vast experience in over 400 CRM projects, SimpleCRM provides robust product support. The company has a global presence with sales and support offices and partners worldwide, ensuring exceptional service and assistance. With a track record of successful delivery and expertise gained from over 350 software projects, Simpleworks serves a notable customer base that includes prominent insurance and banking organizations across Asia. Whether catering to large enterprises with CRM users ranging from 500 to 5,000+ or SMBs with CRM users ranging from 5 to 500, SimpleCRM caters to the diverse needs of businesses in the Middle East, North Africa, South Asia, and Southeast Asia regions. Offering impressive product capabilities, reliable support, and extensive industry experience, SimpleCRM from Simpleworks emerges as the ideal CRM solution for businesses seeking to optimize customer management, drive growth, and stay ahead in a competitive market.... [Read more](https://www.softwareadvice.com/email-marketing/simplecrm-profile/) ### Best rated features: Lead Management 5.0 Mobile Access 5.0 Interaction Tracking 5.0 Contact Management 5.0 ### Worst rated features: Calendar/Reminder System 4.0 [See all features](https://www.softwareadvice.com/email-marketing/simplecrm-profile/#key-features) ### Product: Simplify360 [Simplify360](https://www.softwareadvice.com/crm/simplify360-profile/) 4.40 [(15)](https://www.softwareadvice.com/crm/simplify360-profile/reviews/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary 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 support for over a decade now. Our customer support software helps businesses manage all their customer interactions from one inbox - Social Media, Email, In-app Chat, Web chat, Instant messengers, Google My Business, TripAdvisor, Yelp, Amazon, Playstore, App Store, Zomato, eCommerce platforms, and more. The software also helps businesses with Social Listening, Review Management & ORM.... [Read more](https://www.softwareadvice.com/crm/simplify360-profile/) ### Best rated features: Communication Management 5.0 Content Creation 5.0 Video Support 4.5 Live Chat 4.3 ### Worst rated features: Feedback Management 4.0 Reporting/Analytics 4.0 [See all features](https://www.softwareadvice.com/crm/simplify360-profile/#key-features) ### Basic ₹39.00/month [See full pricing details](https://www.softwareadvice.com/crm/simplify360-profile/#pricing-and-plans) ### Product: Salesforce Service Cloud [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) 4.46 [(826)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/) ### What users love - Centralized and efficient support - Flexible integration capabilities - Comprehensive sales tracking tools ### To take in mind - Outdated and complex interface - Steep learning curve for users - Expensive for small businesses ### Best rated features: File Sharing 5.0 Proactive Chat 5.0 Inventory Management 5.0 Issue Tracking 5.0 ### Worst rated features: Inspection Management 2.0 AI Copilot 2.0 [See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features) ### Free Suite Custom Pricing available upon request Upto 2 users ### Starter Suite $25.00/month ### Pro Suite $100.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans) 1 [2](https://www.softwareadvice.com/crm/complaint-management-comparison/?page=2)[3](https://www.softwareadvice.com/crm/complaint-management-comparison/?page=3)[4](https://www.softwareadvice.com/crm/complaint-management-comparison/?page=4)[5](https://www.softwareadvice.com/crm/complaint-management-comparison/?page=5) ## Popular Comparisons [ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Zoho Desk vs Freshdesk ](https://www.softwareadvice.com/crm/freshdesk-profile/vs/zoho-desk/)[ Tidio vs TeamSupport ](https://www.softwareadvice.com/crm/teamsupport-profile/vs/tidio-chat/)[ JIRA Service Management vs Freshservice ](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/jira-service-management/) ## Your Guide to Top Complaint Management Software, October 2024 Software Advice uses reviews from real software users to highlight the top-rated Complaint Management products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) - [Qualityze Suite](https://www.softwareadvice.com/cmms/qualityze-profile/) - [Front](https://www.softwareadvice.com/crm/front-profile/) - [HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/) - [Zoho Desk](https://www.softwareadvice.com/crm/zoho-desk-profile/) - [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) - [ComplianceQuest](https://www.softwareadvice.com/crm/compliancequest-profile/) - [CXone Mpower](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) - [TeamSupport](https://www.softwareadvice.com/crm/teamsupport-profile/) - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) - [Vtiger CRM](https://www.softwareadvice.com/crm/vtiger-profile/) - [MasterControl Quality Excellence](https://www.softwareadvice.com/manufacturing/mastercontrol-profile/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. ## Send me a copy of this list to my inbox ### Get a copy of this list with pricing info sent to your inbox so you can pick up where you left off when convenient to you. 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?](#WhatIsComplaintManagementSoftware) [What Are the Benefits of Complaint Management Software?](#WhatAretheBenefitsofComplaintManagementSoftware) [What Are the Common Features of Complaint Management Software?](#WhatAretheCommonFeaturesofComplaintManagementSoftware) [What Type of Buyer Are You?](#WhatTypeofBuyerAreYou) [Market Trends to Understand](#MarketTrendstoUnderstand) ## 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. ([https://software-advice.imgix.net/managed/other\_pages/CRM/Assurx](https://software-advice.imgix.net/managed/other_pages/CRM/Assurx) Screenshot.jpg) _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](http://www.businessweek.com/articles/2013-01-10/the-consumer-finance-watchdog-is-having-an-impact) 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](http://www.fda.gov/downloads/Drugs/DevelopmentApprovalProcess/SmallBusinessAssistance/UCM377652.pdf) to “establish and maintain procedures for receiving, reviewing and evaluating complaints.” ([https://software-advice.imgix.net/managed/other\_pages/CRM/Happy](https://software-advice.imgix.net/managed/other_pages/CRM/Happy) Fox Screenshot.png) _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](https://www.softwareadvice.com/crm/), [help desk](https://www.softwareadvice.com/help-desk/) and [call center management](https://www.softwareadvice.com/call-center/). **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. ### Related Complaint Management Software - [Customer Experience Software](https://www.softwareadvice.com/customer-experience/) - [Customer Satisfaction Software](https://www.softwareadvice.com/customer-satisfaction/) - [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) - [Help Desk Software](https://www.softwareadvice.com/help-desk/) - [Issue Tracking Software](https://www.softwareadvice.com/issue-tracking/)