Complaints (Explained)

Complaints

Complaints are messages from customers expressing dissatisfaction when their expectations are not met. While not great for companies, valuable insights can be gained to improve products and services. Customer complaint management software helps track and resolve complaints. Handling complaints with empathy turns dissatisfied customers into loyal ones. Regularly reviewing customer service reports and analytics improves business practices.

What are complaints?

A complaint is a message or notice in which customers express their dissatisfaction. This happens when customer expectations are not fulfilled or they have some problem with a product or service.

Solution for these clients is compensation, gift or feedback. Complaints are not good for the company, but on the other hand, it helps customer representatives, managers to provide a better service. There are tools, such as customer complaint management software, that can help with tracking all customer complaints and resolutions. It also allows business owners and managers to ensure that all complaints are handled quicky, and monitor how their employees deal with each complaint.

When a customer posts a complaint on your Facebook page wall, it is all tracked in LiveAgent and you are able to respond to it in a moment.

Frequently Asked Questions

What are complaints?
Customer complaints are a mismatch between what customers expect and what product or service they receive. It can be considered that this is a failure to fulfill the promise made to the customer by the brand. Complaints may relate primarily to the quality of the product.
How can customers report complaints?
In order to make a complaint, customers should contact the customer service. Depending on which channel or channels the brand chooses, this route should be chosen as the way to file a complaint. Usually, you will need to enter your order number.
How do I manage an online complaint?
Handling online complaints requires a dedicated channel for customers, quick and empathetic responses, and acknowledgment of the issue. It's crucial to thoroughly investigate, offer viable solutions and follow up ensuring customer satisfaction. Responding publicly shows transparency and commitment. Tracking and analyzing complaints can improve customer satisfaction and identify recurring problems. Consideration of customer feedback trends and its impact enhances feedback management, involves active listening, fast response, thorough investigation, and continuous improvement.
Are customers’ complaints a good thing?
At first glance, customer complaints are not a good thing, but nevertheless added value can be derived from them. Thanks to complaints, we find out what is not working for us, what customers expect, what promises have not been fulfilled by the brand. In addition, when complaints are properly addressed, customers see that they are being taken seriously. Their opinion counts.

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Expert’s note

Complaints are an opportunity to showcase great customer service. Addressing them with empathy can turn a dissatisfied customer into a loyal one.

Andrej Saxon Sales manager

Customer satisfaction rating

Customer satisfaction rating is a great way to see the efficiency of your agent. Only customers can provide the rating. With LiveAgent are customers happy.