Customer Complaint Management Tools

What are Customer Complaint Management Tools?

Customer complaint management tools provide capabilities and systematic processes to help organizations handle customer complaints and resolve issues effectively. Typically part of CRM software, customer complaint management systems include tools and features for logging, tracking, analyzing, and resolving customer issues. Customer complaint management tools also ensure customer feedback is captured and used to improve future customer interactions, enhancing the overall Customer Experience (CX).

Customer complaint management tools can be integrated with Customer Data Platforms (CDPs) to improve customer data accuracy, alongside providing a unified customer profile with centralized interactions, purchase history, and support tickets. This helps provide insight into customers and gives support teams the knowledge they need to provide exceptional, personalized customer service.

Key Capabilities of Customer Complaint Management Tools

  • Centralized, Omnichannel Customer Communications: Customer complaint management tools facilitate a centralized, omnichannel communication system for all issues reported by customers. By logging all activities within a single, unified customer profile, any agent that interacts with a customer has all the information they need (as well as context from past interactions) to effectively assist - without the customer having to repeat themselves.
  • Customer Feedback Collection & Analysis: Customer complaint management tools analyze customer data, interaction history, and feedback to identify patterns and determine sentiment. With reporting such as Customer Distress Index (CDI) and churn analysis, companies can gain the insights they need to determine how customers truly feel about a brand and its products/services, to provide personalized support and resolution.
  • Intelligent Customer Journeys and Routing: Customer complaint management systems can power customer journey mapping tools with relevant insights to facilitate customer journeys that are attuned to the individual needs of each customer - no matter how unique or niche. Intelligent routing is a key factor when it comes to complaint handling; routing over to the best agent to handle a specific type of complaint can ensure speedier resolution, while reducing stress for customers.
  • Automated Workflows & Self-Service: Customer complaint management solutions enable customer self-service by integrating with company knowledge bases and automating responses to common questions or issues. This allows customers to find information and resolve common issues without a live support agent.

Top 10 Customer Complaint Management Tools

SYSPRO / NetSuite / Salesforce Service Cloud / SAP S/4HANA / Oracle ERP / SugarCRM / Zendesk Suite / ServiceNow / IFS / Microsoft Dynamics 365 Business Central

WH Score
9.3
SYSPRO
36reviews
Starting Price:N/A
Syspro is an Enterprise Resource Planning (ERP) software that is designed to help businesses streamline their operations and improve efficiency. It integrates multiple business processes, including finance, supply chain management, manufacturing, and distribution, into a single platform. With Syspro...
WH Score
9.0
NetSuite
94reviews
Starting Price:N/A
Oracle's NetSuite is the world's #1 cloud ERP solution. This ERP provides over 40,000 organizations worldwide with a modern, scalable, and unified platform to streamline all crucial back-office processes, from financial management and planning, to warehouse and fulfillment, and beyond. With built-in...
WH Score
8.9
Salesforce Service Cloud

Salesforce Service Cloud

37reviews
Starting Price:$25 per user / per month
Accelerate your business to attain round-the-clock performance with Salesforce Service Cloud. The modern consumer expects access to customer service when it is convenient to them and their hours rather than the operating times of the call center–Salesforce helps clients meet this need by equip...
WH Score
8.9
SAP S/4HANA
98reviews
Starting Price:N/A
Developed by the German company SAP SEP, SAP Enterprise Resource Planning software is a robust business management solution that incorporates all operational aspects within an organization under a single integrated system. As of 2015, it is the world’s most widely used enterprise application s...
WH Score
8.9
Oracle ERP
152reviews
Starting Price:N/A
Oracle ERP represents one of the globe’s leading enterprise software organizations. They have built a sophisticated portfolio of business software applications through high-profile acquisitions. The company is well-known for its strengths in the database, and infrastructure systems. It offers ...
WH Score
8.7
SugarCRM
38reviews
Starting Price:$49 per user / per month
At SugarCRM, we enable companies to build extraordinary customer relationships by delivering the most innovative products and services to understand and engage with customers. 
WH Score
8.6
Zendesk Suite
388reviews
Starting Price:$49 per user / per month
Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to inte...
WH Score
8.6
ServiceNow
16reviews
Starting Price:N/A
ServiceNow helps enterprises to build cloud networks or software that can help them in administration, governance, or digital workflow management. ServiceNow has grown immensely popular because of all the talk that goes around business automation. ServiceNow is an American-based company operating fr...
WH Score
8.6
IFS
9reviews
Starting Price:N/A
IFS is an enterprise resource planning (ERP) software solution designed for large and medium-sized organizations. It provides a comprehensive suite of applications for various departments within a company, including finance, supply chain, manufacturing, and human resources. IFS offers on-premise and...
WH Score
8.5
Microsoft Dynamics 365 Business Central

Microsoft Dynamics 365 Business Central

505reviews
Starting Price:$0 per user / per month
Microsoft Dynamics Enterprise Resource Planning Software is a line of business management software consisting of four separate products owned and developed by Microsoft Corporation. The products include; Dynamics SL, Dynamics AX, Dynamics GP and Dynamics NAV. While each product has been engineered w...
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