"Complaints management" refers to the process of systematically capturing, processing, and resolving customer complaints or grievances. The goal is to handle customer concerns efficiently, improve customer satisfaction, and maintain long-term customer relationships. Typically, complaints management involves tracking complaints from receipt to resolution, assigning responsibilities, communicating with customers, and analyzing complaint data to identify and address issues.
Typical functions of software in the "complaints management" area are:
Complaint capture: The software allows for the systematic capture of customer complaints, including relevant information such as customer details, complaint type, date, and description of the problem.
Workflow management: Managing the complaint process by assigning tasks to relevant employees or teams, setting deadlines, and tracking progress.
Customer communication: Integration of communication tools such as email or messaging to communicate with customers about the status of their complaints and offer solutions.
Documentation and tracking: Ability to document actions and solutions, as well as track actions for troubleshooting and prevention.
Analysis and reporting: Generation of reports and analyses on complaint trends, causes of complaints, and effectiveness of solutions to identify improvement opportunities.