Complaint management software enables your business to effectively handle, track, and respond to client complaints. This software can provide automated responses to users and collect important feedback. The best complaint management programs bring uniformity to your customer service, increase customer retention, and enhance brand perception.
This brings the question—
What is the best complaint management software? And how can they benefit your business needs?
Don’t worry—we narrowed down the list of 10 best tools in this category, so you don’t have to.
In this article, we explore the following complaint management software:
| Tool | Rating from G2 | Free plan | Best for |
|---|---|---|---|
| Tidio | 4.7/5 ⭐️ | ✅ | Chatbots for business |
| Front | 4.7/5 ⭐️ | Free trial | Custom API’s |
| Zendesk | 4.3/5 ⭐️ | Free trial | Conversational AI |
| Freshdesk | 4.4/5 ⭐️ | Free trial | Ticket management system |
| HappyFox | 4.5/5 ⭐️ | ❌ | Self-service knowledge base |
| Zoho Desk | 4.4/5 ⭐️ | ✅ | Omnichannel capability |
| LiveAgent | 4.5/5 ⭐️ | Free trial | Live chat tool |
| Bitrix24 | 4.1/5 ⭐️ | ✅ | Free CRM |
| Salesforce | 4.3/5 ⭐️ | Free trial | AI-powered assistants |
| Gorgias | 4.6/5 ⭐️ | ❌ | Chat widget |
Let’s cut straight to the chase—
Top 10 complaint management tools
We made sure to carefully review the top contenders in this category according to their strengths and weaknesses. Thanks to this list, you’ll be able to pick a tool for your needs in no time.
And now, let’s check out the best complaint management platforms in more depth, along with their main features and pricing.
1. Tidio
Ratings: 4.7/5 ⭐️ (1,524+ reviews)
Tidio is a multichannel customer service tool that helps online stores and software-as-a-service (SaaS) companies handle customer inquiries. The platform deploys an effective complaint management system as a component of its AI chatbot—Lyro. The bot automatically responds to common questions, performs routine tasks and turns complex questions into tickets, thereby freeing your team to focus on more complex tasks.
In addition, the chatbot allows agents to engage in multiple conversations, enhancing complaint resolution time as a result.
Install Tidio on your website for free and test out its features!
Main features:
- Unified shared inbox tool
- Customizable chat widget
- Rule-based FAQ chatbots
- Help desk management features
- Canned responses for repetitive queries
- 7-day free trial available
- Free version available
- Starter ($29/mo)
- Growth (starts at $59/mo)
- Plus (starts at $749/mo)
- Premium (starts at $2999/mo)
Handle all customer complaints with ease using Tidio
Read more: Learn how to handle the most common customer complaints and use them to your benefit.
2. Front
Ratings: 4.7/5 ⭐️ (2,100+ reviews)
Front offers a complaint management solution that enables agents to deliver personalized experiences at scale. The platform achieves this by consolidating all communication channels in a single location. Its omnichannel customer service feature promotes collaboration within service teams for faster issue resolution and improves agent productivity.
Pros:
- Rule-based customer service automation to streamline recurring tasks
- Pre-designed email marketing templates
- Salesforce integration for CRM functionality
Cons:
- Limited customization options
- Lacks in-app telephony support
- Free 7-day trial
- Starter ($29/mo/seat)
- Growth ($79/mo/seat)
- Scale → Request a demo
- Premier → Request a demo
Read more: Compare the best Front alternatives and choose the one that suits your website.
3. Zendesk
Ratings: 4.3/5 ⭐️ (5,879+ reviews)
Zendesk’s complaint management solution offers unique tools for startups, small enterprises, and enterprise-level companies to manage customer communication. The platform provides real-time notifications about incoming requests and determines what areas support teams need to focus on, depending on the service level agreements (SLAs). Also, Zendesk leverages machine learning to enhance customer experience with every interaction.
Pros:
- Automatic routing of messages to appropriate agents
- Integrated chat surveys
- Automated help desk workflows
Cons:
- Agent onboarding is complex and tedious
- Limited customer support
- Free 6-month trial for startups
- Basic Plans ($19/mo/agent)
- Suite Team ($69/mo/agent)
- Suite Growth ($115/mo/agent)
- Suite Professional ($149/mo/agent)
- Suite Enterprise → Talk to sales
Read more: Check out the best Zendesk alternatives for your customer service team.
4. Freshdesk
Ratings: 4.4/5⭐️ (3,125+ reviews)
Freshdesk is a complaint management tool that assists companies in handling customer issues from multiple channels. By using this solution, support reps can identify the crux of an issue, pursue it with consumers, and promptly resolve it. The software’s automated workflows are capable of categorizing, assigning, and routing user complaints.
Pros:
- Proactive live chat insights
- AI-powered customer self-service
- Intuitive interface
Cons:
- Occasional system hitches and delayed page loading
- The reporting dashboard needs to be made user-friendly
- Free 14-day trial
- Growth ($35/mo/agent)
- Pro ($83/mo/agent)
- Enterprise ($131/mo/agent)
Read more: Find the best Freshdesk alternatives for your organization.
5. HappyFox
Ratings: 4.5/5 ⭐️ (129+ reviews)
HappyFox offers you a comprehensive customer complaint management system. Your support team can handle all complaints from its unified workspace for agents. Moreover, its smart help desk ticketing system allows support staff to preview tickets, acknowledge them, and respond without opening the tickets.
Pros:
- No code drag-and-drop knowledge base
- Multichannel support
- Agent collision feature to avoid overlapping tickets
Cons:
- A steep learning curve for new users
- Incorrect due dates displayed on tickets can lead to missed deadlines
- Basic ($14/mo/agent)
- Team ($69/mo/agent)
- Pro ($119/mo/agent)
- Enterprise PRO → Contact sales
Read more: Take a look at our guide and find out how to deal with angry customers.
6. Zoho Desk
Ratings: 4.4/5 ⭐️ (5,600+ reviews)
Zoho Desk is known for its customer engagement features that include complaint management and other capabilities. This tool hastens the process of routing complaints to the right service agents by using AI-powered automation features to assign, prioritize, categorize, and assess tickets. You can tag team members on tickets and collaborate through private comments hidden from consumers.
Pros:
- The ability to apply macros for frequent actions
- Help desk workflows
- Cloud telephony feature
Cons:
- Rigid customization options
- Initial setup can be confusing
- Free version available
- Express ($9/mo/user)
- Standard ($18/mo/user)
- Professional ($30/mo/user)
- Enterprise ($45/mo/user)
Read more: Here are our reviews on the best Zoho Desk alternatives and their pros and cons.
7. LiveAgent
Ratings: 4.5/5 ⭐️ (1,485+ reviews)
LiveAgent provides a complaint handling software that allows agents to simultaneously engage consumers on live chat. Users can create complaint tickets and attach screenshots, invoices, or other relevant information to their tickets for added context. Service agents can monitor client issues and receive notifications for status updates.
Pros:
- Escalation and prioritization workflows
- Customer portal for web self-service
- Contact center to receive customer calls
Cons:
- Complicated onboarding process
- No functionality for sharing notes and to-do lists
- Free version available
- Small business ($15/mo/agent)
- Medium business ($35/mo/agent)
- Large business ($59/mo/agent)
- Enterprise ($85/mo/agent)
8. Bitrix24
Ratings: 4.1/5 ⭐️ (535+ reviews)
Bitrix24’s complaint-tracking software offers a suite of engagement tools that can transform your user complaints into leads. It does this through prompt issue resolution, follow-ups, and leveraging end-user interaction to upsell products based on customer feedback. Service teams can collaborate on handling complaints using native features like SMS, video conferencing, and social intranet.
Pros:
- System permission rights for agents
- Slack and Microsoft Teams integration for agent collaboration
- Web forms for customer surveys
Cons:
- Multilingual support is unavailable
- Limited analytics
- Free version available
- Basic ($61/mo/organization)
- Standard ($124/mo/organization)
- Professional ($249/mo/organization)
- Enterprise ($499/mo/organization)
Read more: See the comparison of the best customer communication tools on the market.
9. Salesforce
Ratings: 4.3/5 ⭐️ (3,825+ reviews)
Salesforce is a cloud-based help desk with tools for complaints management. The platform offers case management features where agents can track client issues from submission to resolution. Its call management system allows your team to record and monitor calls for quality management.
Pros:
- Conversational AI for customer service
- Embedded real-time calls feature
- Proactive customer service features
Cons:
- Lacks the capability of merging duplicate cases
- The user interface can be confusing
- Free 30-day trial
- Starter Suite ($25/mo/user)
- Professional ($80/mo/user)
- Enterprise ($165/mo/user)
- Unlimited ($330/mo/user)
- Einstein 1 Service ($500/mo/user)
10. Gorgias
Ratings: 4.6/5 ⭐️ (510+ reviews)
Gorgias’ complaint-handling system helps customer support teams consolidate all incoming complaints and queries into a single service desk. Its advanced chat widget allows your team to interact with customers straight from from your website. Also, your support team can easily track client details like previous conversations, orders, and reviews.
Pros:
- Capable of connecting to social media (Facebook, Instagram, and Twitter) to receive complaints
- View of all customer satisfaction ratings (CSAT) from one dashboard
- Online self-service portal
Cons:
- The ticket filtering feature needs continuous improvement
- Limited customization options
- Starter ($10/mo)
- Basic ($60/mo)
- Pro ($360/mo)
- Advanced ($900/mo)
- Enterprise → Talk to sales
Read more: Check out our list of the best Gorgias alternatives with features and pricing options.
Features to look for in complaint management software
A complaint management software needs certain features for it to collect customer feedback and tailor your brand to consumer’s expectations.
Here are the key features you need to consider:
Automatic routing
Consumer complaints can come from multiple channels like live chat, email, SMS, social media, and more. This feature can effectively route customer complaints from any of these channels to the appropriate agents. According to a CX report, 75% of customers expect a consistent experience from brands across several channels.
Self-service knowledge base
Your software must enable your service team to create fully functional resource centers like FAQ pages, how-to-do articles, guides, and more. A knowledge base is crucial in reducing the volume of complaint tickets. In fact, a survey has shown that 69% of consumers prefer to resolve their issues on their own before they reach out to a customer support team.
Customer escalation and prioritization workflows
Consumers expect a quick response when they send a complaint. The best complaint management tools use bots and automation to organize ticket escalation according to the level of urgency. Research indicates that 60% of consumers get frustrated when they wait for too long to get customer service.
Benefits of using complaint management software
With complaint management software, you can significantly improve the customer experience for your audience, and use their feedback to make data-driven, customer relationship strategies.
Here are three main benefits of complaint management software solutions:
Enhance customer satisfaction and reduce churn rate
Complaint management tools allow companies to effectively resolve complaints. Ticketing system features help in prioritizing and routing tickets to the right support agents for quick issue resolution. Their self-service portals act as a feedback loop for companies to improve service delivery, lowering churn as a result.
A proactive approach to handling customer complaints
Complaint management systems can empower service agents to anticipate customer needs and provide them with solutions before they ask for assistance. For instance, these tools can provide shipping status or an order tracking number as soon as it is available. Research shows that over 60% of customers expect businesses to know their needs and expectations.
Improved efficiency of support agents
Automation features, live chat triggers, and formatted responses hasten the routing of tickets to the relevant personnel. Agents can work faster and focus on specialized tasks since routine inquiries are answered using canned responses. A report indicates 24% of consumers keep engaging with a brand for two or more years after a positive experience with an agent.
Get the best complaint management tool for your needs
As your business aims to be competitive and customer-focused, ensuring you get the right complaint management tool is necessary for this approach to succeed. The right complaint software should be user-friendly, easy to navigate, and scalable.
With Tidio, you can manage customer complaints from a single location, regardless of which channel they were raised from. Furthermore, its unique features, such as AI chatbots, compliant prioritization, message routing, conversational support, and others, make it suitable for startups as well as small and medium-sized businesses.
Take Tidio for a spin today!
Boost customer satisfaction with Tidio’s complaint management tool
Frequently Asked Questions
Complaint management systems consolidate all aspects of managing and resolving consumer complaints. Client issues are tracked from initial ticket creation to the final resolution using tracking software. The system records these cases for future reference.
One of the best ways of handling customer complaints is actively listening to a consumer’s issue and showing empathy. This way, users feel like their complaints are being taken seriously and a solution is forthcoming. Quick action and following up to ensure all service delivery metrics are met are necessary for a good user experience.
The best customer complaint software is flexible enough to adapt to change and is cost-effective at scale. Tidio offers a wide range of automation and AI features for the complaint management process. Its scalable infrastructure can handle enterprise-level ticket volumes.
The cost of customer complaint software can range from nothing (free) to hundreds of dollars for enterprise pricing plans. The fees can also go higher when you include add-ons and installation costs.
