We have all heard the old phrase “A happy customer tells a friend; an unhappy customer tells the world!” Whether it is true or not, it is a risk no business wants to take.
Customers are increasingly aware of their rights and are quick to complain when they perceive that your product or service does not meet their expectations. In today’s modern age of social media, one bad experience can be shared to 100’s, possibly 1000’s of people in minutes! This can leave a brand’s image irreparably damaged.
In recent years we have heard the words “customer experience” increasingly. There has been a huge focus on how to achieve this, but when things go wrong, how can you turn a complaint into a loyal customer? After all…
“Your most unhappy customers are your greatest source of learning.”
Through the use of customer complaint management software, businesses can do this with ease!
Recording data using Customer Complaint Software
Most companies will record complaints they have received, including details of the complainants name, address, the product they used and how the complaint was dealt with overall.
However, this record is most likely stored away, never to be looked at again, this is data that could be used for root cause analysis and to help identify areas for improvement.
Apart from not being able to see areas of concern this also leaves you at risk from “serial” complainers who repeatedly complain to the same business looking for fraudulent refunds and free products. Unless you recognise the name/address of the repeat complainer how are you going to notice this unless you manually look through never ending records?
A quicker and efficient way to manage complaints through Customer Complaint Report Software
The QADEX customer complaint report software allows you to manage your customer complaints with ease, as well as giving you analytics which can be reported on within your business at the same time.
No need to search through old complaints each time you are raising a new one, if someone has historically complained within the same area location as the new complaint you will be notified and, if appropriate, you can link these complaints together.
You are able to organise and monitor investigations into common complaint issues such as foreign bodies and manage all of your complaints in one easy to use dashboard. This data can then be used to drive step-change reductions in customer complaints across your business.
By using the QADEX customer complaint management software, you can expect to see the following within your business:
- Improve customer lifetime value
- Be well prepared for crises
- Achieve customer brand loyalty
- Increase profits
- Maximise resources
- Make informed decisions
- Reduce complaints per million units sold year-on-year