--- 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 October 23, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 126 results ### Compare Products Showing 1 - 25 of 126 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. ### [Zendesk Suite](/product/26892-Zendesk/) - Overall rating: 4.4/5 - Reviews: 4,094 - Starting price: $55.00/month - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/product/26892-Zendesk/) ##### What users love - Centralized multichannel support platform - Robust and flexible ticketing - Intuitive and user-friendly interface ##### To take in mind - Escalating costs and limited value - Clunky and limited email handling - Missing and complex feature set #### Features ##### Best rated features - Tagging: 5/5 - Batch Communications: 5/5 - Account Management: 5/5 - Configuration Management: 5/5 ##### Worst rated features - Widgets: 2.7/5 - Interactive Content: 3/5 - Account Alerts: 3/5 [See all features](/product/26892-Zendesk/#key-features) #### Pricing ##### Suite Team - Price: $55.00/month ##### Suite Growth - Price: $89.00/month ##### Suite Professional - Price: $115.00/month [See full pricing details](/product/26892-Zendesk/#pricing-and-plans) --- ### [SAP Customer Experience](/crm/sap-customer-experience-profile/) - Overall rating: 4.3/5 - Reviews: 246 - Starting price: $58.00/month - Best for: Features - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/sap-customer-experience-profile/) ##### What users love - Comprehensive client management tools - Effective customer service features ##### To take in mind - Complex and unintuitive interface #### Features ##### Best rated features - Customer Complaint Tracking: 5/5 - Client Management: 4.8/5 - Interaction Tracking: 4.8/5 - Customer Database: 4.8/5 ##### Worst rated features - Campaign Planning: 3/5 - Pipeline Management: 3.8/5 - Forecasting: 3.8/5 - Campaign Management: 4/5 [See all features](/crm/sap-customer-experience-profile/#key-features) #### Pricing ##### Basic - Price: $58.00/month [See full pricing details](/crm/sap-customer-experience-profile/#pricing-and-plans) --- ### [Tidio](/live-chat/tidio-chat-profile/) - Overall rating: 4.7/5 - Reviews: 590 - Starting price: $0.00/month - Best for: Small businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/live-chat/tidio-chat-profile/) ##### What users love - Versatile live chat experience - Efficient customer service automation - Broad platform integration options ##### To take in mind - Expensive for small businesses #### Features ##### Best rated features - Customer Surveys: 5/5 - Activity Tracking: 5/5 - Help Desk Management: 5/5 - Interactive Content: 5/5 [See all features](/live-chat/tidio-chat-profile/#key-features) #### Pricing ##### Free - Price: $0.00/month - For solo entrepreneurs. Free forever. No credit card required. ##### Starter - Price: $24.17/month - Ideal for small businesses focused on enhancing customer satisfaction via live chat support. ##### Growth - Price: $49.17/month - Ideal for teams of all sizes prioritizing customer service as their competitive advantage. [See full pricing details](/live-chat/tidio-chat-profile/#pricing-and-plans) --- ### [LiveAgent](/crm/liveagent-profile/) - Overall rating: 4.7/5 - Reviews: 1,789 - Starting price: $15.00/month - Best for: Live Chat - Free trial: Available - Free demo: Not available #### Overview LiveAgent is an all-in-one customer service platform serving startups, small businesses, and enterprises across e-commerce, SaaS, and other industries. The software is cloud-based, [Read more](/crm/liveagent-profile/) ##### What users love - Unified and efficient support - Real-time chat and integration - Intuitive and user-friendly design ##### To take in mind - Cumbersome email handling experience - Outdated and cluttered interface design - Limited mobile functionality and usability #### Features ##### Best rated features - Email Templates: 5/5 - Data Security: 5/5 - Real-Time Monitoring: 5/5 - Single Sign On: 4.9/5 ##### Worst rated features - Conversation Intelligence: 2.5/5 - Predictive Analytics: 3.3/5 - Language Detection: 3.8/5 - Mobile App: 3.8/5 [See all features](/crm/liveagent-profile/#key-features) #### Pricing ##### Small - Price: $15.00/month - $15 agent/month (billed annually) — $19 agent/month (billed monthly) ##### Medium - Price: $29.00/month - $29 agent/month (billed annually) — $35 agent/month (billed monthly) ##### Large - Price: $49.00/month - $49 agent/month (billed annually) — $59 agent/month (billed monthly) [See full pricing details](/crm/liveagent-profile/#pricing-and-plans) --- ### [QT9 QMS](/manufacturing/qt9-profile/) - Overall rating: 4.8/5 - Reviews: 126 - Best for: Value for money - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/manufacturing/qt9-profile/) #### Features ##### Best rated features - Image Capture: 5/5 - Supplier Quality Control: 5/5 - Supplier Management: 5/5 - Gantt/Timeline View: 5/5 [See all features](/manufacturing/qt9-profile/#key-features) #### Pricing ##### QT9 QMS - Price: Custom - Pricing available upon request [See full pricing details](/manufacturing/qt9-profile/#pricing-and-plans) --- ### [Freshservice](/help-desk/freshservice-profile/) - Overall rating: 4.5/5 - Reviews: 805 - Starting price: $19.00/month - Best for: Mid-size businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/help-desk/freshservice-profile/) ##### What users love - Efficient ticketing and automation - Reliable support and service delivery - Intuitive and clean interface ##### To take in mind - Tiered pricing and feature limits - Limited and inflexible reporting - Restricted customization options #### Features ##### Best rated features - Drag & Drop: 5/5 - Completion Tracking: 5/5 - Live Chat: 5/5 - Investigation Management: 5/5 [See all features](/help-desk/freshservice-profile/#key-features) #### Pricing ##### Starter - Price: $19.00/month - Up to 1 Agent ##### Growth - Price: $49.00/month - Up to 1 Agent ##### Pro - Price: $99.00/month - Up to 1 Agent [See full pricing details](/help-desk/freshservice-profile/#pricing-and-plans) --- ### [Supportbench](/help-desk/supportbench-profile/) - Overall rating: 4.8/5 - Reviews: 131 - Starting price: $32.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/help-desk/supportbench-profile/) #### Features ##### Best rated features - Customer History: 5/5 - Inbox Management: 5/5 - Real-Time Analytics: 5/5 - Interaction Tracking: 5/5 ##### Worst rated features - Monitoring: 3/5 - Reporting & Statistics: 4/5 - Search/Filter: 4/5 [See all features](/help-desk/supportbench-profile/#key-features) #### Pricing ##### Supportbench - Price: $32.00/month - Pricing starting at $32 USD a month per agent all modules included including ticketing, knowledge [See full pricing details](/help-desk/supportbench-profile/#pricing-and-plans) --- ### [Hiver](/crm/hiver-profile/) - Overall rating: 4.7/5 - Reviews: 148 - Starting price: $25.00/month - Best for: Customer support - Free trial: Available - Free demo: Not available #### Overview Hiver is the agentic omnichannel customer service platform where teams resolve complex support requests with AI Agents, cross-team collaboration, workflows, and ticketing. Hiver [Read more](/crm/hiver-profile/) #### Features ##### Best rated features - Issue Tracking: 5/5 - Communication Management: 5/5 - Reporting/Analytics: 5/5 - Monitoring: 5/5 [See all features](/crm/hiver-profile/#key-features) #### Pricing ##### GROWTH - Price: $25.00/month - Ideal for small teams to deliver effortless, multi-channel support. ##### PRO - Price: $55.00/month - For teams looking transform their support with advanced features ##### ELITE - Price: $85.00/month - For teams looking transform their support with advanced features [See full pricing details](/crm/hiver-profile/#pricing-and-plans) --- ### [InvGate Service Management](/crm/invgate-profile/) - Overall rating: 4.6/5 - Reviews: 108 - Starting price: $17.00/year - Best for: Value for money - Free trial: Available - Free demo: Available #### Overview 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 [Read more](/crm/invgate-profile/) #### Features ##### Best rated features - IT Asset Management: 5/5 - SSL Security: 5/5 - Problem Management: 5/5 - Help Desk Management: 5/5 [See all features](/crm/invgate-profile/#key-features) #### Pricing ##### Starter - Price: $17.00/year - Up to 5 agents; $999 billed annually ##### Pro - Price: $40.00/year - From 6-50 agents ##### Enterprise - Price: Custom - Pricing available upon request - Unlimited agents [See full pricing details](/crm/invgate-profile/#pricing-and-plans) --- ### [servis.ai](/product/113880-FreeAgent-Network/) - Overall rating: 4.6/5 - Reviews: 71 - Starting price: $75.00/month - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/product/113880-FreeAgent-Network/) #### Features ##### Best rated features - Pipeline Management: 5/5 - Customer Segmentation: 5/5 - Third-Party Integrations: 5/5 - Dashboard: 5/5 ##### Worst rated features - Campaign Management: 3/5 - Marketing Automation: 3/5 [See all features](/product/113880-FreeAgent-Network/#key-features) --- ### [Issuetrak](/crm/issuetrak-profile/) - Overall rating: 4.6/5 - Reviews: 205 - Starting price: $478.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/issuetrak-profile/) #### Features ##### Best rated features - Remote Access/Control: 5/5 - Queue Management: 5/5 - Recurring Issues: 5/5 - Knowledge Management: 5/5 [See all features](/crm/issuetrak-profile/#key-features) #### Pricing ##### Cloud Annual - Price: $876.00/year - $876 /agent (3 agent minimum) Unlimited Free Users. Sit back, relax, and let us host Issuetrak for ##### On-Premises Annual - Price: $478.00/month - Starting at $478 /agent (3 agent minimum). Perpetual or annual licenses available. Our software on [See full pricing details](/crm/issuetrak-profile/#pricing-and-plans) --- ### [QualityQuest](/crm/compliancequest-profile/) - Overall rating: 4.6/5 - Reviews: 112 - Starting price: $30.00/month - Best for: Features - Free trial: Not available - Free demo: Not available #### Overview ComplianceQuest is an AI-powered, cloud-based Quality Management System (QMS) designed to help organizations streamline quality processes, strengthen compliance, improve [Read more](/crm/compliancequest-profile/) #### Features ##### Best rated features - Approval Process Control: 5/5 - Lifecycle Management: 5/5 - Occupational Health Management: 5/5 - Product Data Management: 5/5 [See all features](/crm/compliancequest-profile/#key-features) --- ### [UseResponse](/live-chat/useresponse-profile/) - Overall rating: 4.6/5 - Reviews: 36 - Starting price: $124.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/live-chat/useresponse-profile/) #### Features ##### Best rated features - Call Center Management: 5/5 - Multi-Channel Communication: 5/5 - Real-Time Updates: 5/5 - Self Service Portal: 5/5 ##### Worst rated features - Support Ticket Management: 1/5 - Document Storage: 4/5 [See all features](/live-chat/useresponse-profile/#key-features) #### Pricing ##### Enterprise cloud - Complete Suite - Price: $199.00/month - The plan is designed for 2 users. An additional user costs $19 per month ##### Enterprise Cloud - Feedback solution - Price: $124.00/month - The plan is designed for 2 users. An additional user costs $19 per month ##### Enterprise Cloud - Knowledge Base - Price: $139.00/month - The plan is designed for 2 users. An additional user costs $19 per month [See full pricing details](/live-chat/useresponse-profile/#pricing-and-plans) --- ### [Qualio](/capa/qualio-profile/) - Overall rating: 4.6/5 - Reviews: 138 - Best for: Small businesses - Free trial: Not available - Free demo: Not available #### Overview Qualio is a cloud-based quality management system designed for life science companies to support compliance with FDA, ISO, and GxP regulations. It is used by organizations such as [Read more](/capa/qualio-profile/) #### Features ##### Best rated features - Course Management: 5/5 - Monitoring: 5/5 - Assessment Management: 5/5 - API: 5/5 ##### Worst rated features - HIPAA Compliant: 2/5 [See all features](/capa/qualio-profile/#key-features) --- ### [Zoho Desk](/crm/zoho-desk-profile/) - Overall rating: 4.5/5 - Reviews: 2,216 - Starting price: $9.00/month - Best for: Mid-size businesses - Free trial: Available - Free demo: Not available #### Overview Zoho Desk is a cloud-based customer service help desk solution that serves businesses of all sizes, from startups and small businesses to large enterprises with multi-department [Read more](/crm/zoho-desk-profile/) ##### What users love - Robust customer service capabilities - Comprehensive ticket handling features - Intuitive and accessible interface ##### To take in mind - Cluttered and confusing interface - Email setup and reliability issues - Complex user and agent controls #### Features ##### Best rated features - Multi-Language: 5/5 - Workflow Configuration: 5/5 - SMS Messaging: 5/5 - Manual Dialer: 5/5 ##### Worst rated features - Website Integration: 2/5 - Lead Management: 3/5 [See all features](/crm/zoho-desk-profile/#key-features) #### Pricing ##### Express - Price: $9.00/month ##### Standard - Price: $20.00/month ##### Professional - Price: $35.00/month [See full pricing details](/crm/zoho-desk-profile/#pricing-and-plans) --- ### [ServiceTonic](/crm/service-tonic-profile/) - Overall rating: 4.7/5 - Reviews: 9 - Starting price: €20.00/month - Free trial: Available - Free demo: Not available #### Overview ServiceTonic is a Help Desk and ITSM solution for companies of all sizes in industries including IT Services, accounting, advertising, distribution, healthcare, manufacturing, [Read more](/crm/service-tonic-profile/) #### Features ##### Best rated features - License Management: 5/5 - Service Level Agreement (SLA) Management: 5/5 - Third-Party Integrations: 5/5 - Incident Management: 5/5 ##### Worst rated features - Inventory Management: 3/5 [See all features](/crm/service-tonic-profile/#key-features) #### Pricing ##### Basic - Price: €20.00/month [See full pricing details](/crm/service-tonic-profile/#pricing-and-plans) --- ### [Everest](/product/188683-Everest/) - Overall rating: 5/5 - Reviews: 1 - Starting price: $150.00 - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/product/188683-Everest/) --- ### [SAP Service Cloud](/help-desk/sap-service-cloud-profile/) - Overall rating: 4.5/5 - Reviews: 2 - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/help-desk/sap-service-cloud-profile/) #### Features ##### Best rated features - Contact Management: 5/5 - Self Service Portal: 5/5 - Real-time Consumer-facing Chat: 5/5 - Contact Database: 4.5/5 ##### Worst rated features - Lead Management: 3.5/5 - Ticket Management: 4/5 - Support Ticket Management: 4/5 - Call Routing: 4/5 [See all features](/help-desk/sap-service-cloud-profile/#key-features) --- ### [QAlert](/service-desk/qalert-profile/) - Overall rating: 4.5/5 - Reviews: 6 - Starting price: $10,800.00/year - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/service-desk/qalert-profile/) --- ### [Front](/crm/front-profile/) - Overall rating: 4.5/5 - Reviews: 293 - Starting price: $25.00/month - Best for: Customer support - Free trial: Available - Free demo: Available #### Overview Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication [Read more](/crm/front-profile/) ##### What users love - Shared inboxes and workflow automation - Real-time team communication tools - Centralized customer support platform ##### To take in mind - Expensive and inflexible pricing #### Features ##### Best rated features - Call Center Management: 5/5 - Order Management: 5/5 - Secure Data Storage: 5/5 - Lead Capture: 5/5 [See all features](/crm/front-profile/#key-features) #### Pricing ##### Starter - Price: $25.00/month - Billed annually, up to 10 seats ##### Professional - Price: $65.00/month - Billed annually, up to 50 seats ##### Enterprise - Price: $105.00/month - Billed annually [See full pricing details](/crm/front-profile/#pricing-and-plans) --- ### [Freshdesk](/crm/freshdesk-profile/) - Overall rating: 4.5/5 - Reviews: 3,494 - Starting price: $19.00/month - Best for: Chat/Messaging - Free trial: Available - Free demo: Not available #### Overview Freshdesk is a cloud-based customer service help desk solution serving businesses of all sizes, across industries such as retail, technology, and healthcare. It helps teams manage [Read more](/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 for advanced features - Basic and restrictive reporting tools - Limited and clunky email handling #### Features ##### Best rated features - Self-Serve Support: 5/5 - Sentiment Analysis: 5/5 - Activity Dashboard: 4.9/5 - Chat/Messaging: 4.6/5 ##### Worst rated features - AI Text Summarization: 3/5 - Seamless Escalation: 3/5 - AI Text Generation: 3/5 - Personalization: 3.6/5 [See all features](/crm/freshdesk-profile/#key-features) #### Pricing ##### Freshdesk Growth - Price: $19.00/month - Ticketing, customer portal, reports and more. Ideal for small businesses that want to offer service ##### Freshdesk Pro - Price: $55.00/month - Everything in Freshdesk Growth plus customized support portals, custom objects, advanced ticketing, ##### Freshdesk Enterprise - Price: $89.00/month [See full pricing details](/crm/freshdesk-profile/#pricing-and-plans) --- ### [SimpleWorks](/email-marketing/simplecrm-profile/) - Overall rating: 4.5/5 - Reviews: 15 - Starting price: $30.00/year - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/email-marketing/simplecrm-profile/) #### Features ##### Best rated features - Lead Management: 5/5 - Mobile Access: 5/5 - Interaction Tracking: 5/5 - Contact Management: 5/5 ##### Worst rated features - Calendar/Reminder System: 4/5 [See all features](/email-marketing/simplecrm-profile/#key-features) --- ### [Simplify360](/crm/simplify360-profile/) - Overall rating: 4.4/5 - Reviews: 15 - Starting price: ₹39.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/simplify360-profile/) #### Features ##### Best rated features - Communication Management: 5/5 - Content Creation: 5/5 - Video Support: 4.5/5 - Live Chat: 4.3/5 ##### Worst rated features - Feedback Management: 4/5 - Reporting/Analytics: 4/5 [See all features](/crm/simplify360-profile/#key-features) #### Pricing ##### Basic - Price: ₹39.00/month [See full pricing details](/crm/simplify360-profile/#pricing-and-plans) --- ### [HappyFox Help Desk](/crm/happyfox-profile/) - Overall rating: 4.6/5 - Reviews: 93 - Starting price: $24.00/month - Free trial: Available - Free demo: Not available #### Overview HappyFox Help Desk is a good fit for teams that need AI-assisted ticketing and configurable support workflows. A customer service team can deploy it for external inquiries. IT, HR, [Read more](/crm/happyfox-profile/) #### Features ##### Best rated features - Support Ticket Tracking: 5/5 - Single Sign On: 5/5 - Text Editing: 5/5 - Generative AI: 5/5 ##### Worst rated features - Real-Time Updates: 1/5 [See all features](/crm/happyfox-profile/#key-features) #### Pricing ##### Basic - Price: $24.00/month - Affordable help desk plan for small teams of up to five agents. Starts at $24 per agent per month, ##### Team - Price: $49.00/month - Best help hesk plan for growing teams that want a robust and reliable solution backed by awesome ##### Pro - Price: $99.00/month - For large teams with serious help desk workloads. Our Pro Help Desk plan is robust and reliable [See full pricing details](/crm/happyfox-profile/#pricing-and-plans) --- 1 [2](https://www.softwareadvice.com/crm/complaint-management-comparison/?__ai_markdown=true&page=2)[3](https://www.softwareadvice.com/crm/complaint-management-comparison/?__ai_markdown=true&page=3)[4](https://www.softwareadvice.com/crm/complaint-management-comparison/?__ai_markdown=true&page=4)[5](https://www.softwareadvice.com/crm/complaint-management-comparison/?__ai_markdown=true&page=5)[6](https://www.softwareadvice.com/crm/complaint-management-comparison/?__ai_markdown=true&page=6) ## Popular Comparisons [ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Tidio vs Freshdesk ](https://www.softwareadvice.com/crm/freshdesk-profile/vs/tidio-chat/)[ Salesforce Service Cloud vs Zoho Desk ](https://www.softwareadvice.com/crm/service-cloud-profile/vs/zoho-desk/)[ JIRA Service Management vs Freshservice ](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/jira-service-management/)[ Bitrix24 vs Apptivo ](https://www.softwareadvice.com/crm/apptivo-profile/vs/bitrix24/) ## 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: | Feature | Description | | --- | --- | | 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/)