Its next to impossible to retain your customers and grow your business if you don’t have a good and responsive customer service. You risk losing your client base if you mismanage their feedback and complaints. A single mistake in your response could cost you five to 25 times more to acquire a new customer compared to retain an existing one.
Its utmost important you to not only handle the feedbacks/complaints as per standards to reach a satisfactory resolution, but also use each interaction as an opportunity to strengthen your relationship with your clients.
Here are five practices for complaints management and how a software can help you achieving them:
#1: Monitor your complaints real time
In today’s world, internet has dramatically revolutionized everything and has become a global means of communication, even for complaints too. These social mediums allow an upset customers to express their dissatisfaction in a public forum. If not addressed quickly, it will become a crisis in short amount of time. Responding with an automated does not always work, in fact can make the problem worse. Time is the essence and you are required to look into the matter quickly and the tool you are using must notify you of such complaints in real time.
#2: Trend Analysis for Enhanced decision making
There is always a scope of improvement for Complaint Management Process. In order to improve the processes, you need a good amount of data and trend analysis for right decision making. You need to look at whether your response to your complaints by your team is effective or not. If it is not, how can you improve the process and the quality of your service. The right complaint management tool makes it simple to track the data.
#3: Enable your employees with better visibility of complaints
For each complaint, after its filed, your team must have a visibility into all of the data and communication about the complaint, so that they have everything to resolve the problem. To achieve this, your employees must have access to all data surrounding the complaint – A complete description of the issue and any steps already taken to resolve the same. You don’t ask customer to re-explain their complaint or any previous communication. This is not good for the conversation to follow.
The right Complaint Management System gives you the overall visibility. The system becomes a single origin of facts that gathers data into a centralised place and makes it available for employees who are working on it. This allows any team members to easily transfer into the complaint process with the information they need to better serve the customer.
and identify the root cause. It should help you quickly make changes to your processes to avoid repeating the issue.
#4: Clear and frequent communication is the key
A clear communication when you receive the complaint is a must to keep customer happy. Mismanagement of complaints can cost us a customer, if your response is not prompt. Complaint Management System can help you by making it easy to understand Customer’s issues and help you provide quick response and constant updates till it resolved. This helps you in retaining the customer by effectively communicating with them.
#5: Ease of process administration
The CMS must guarantee a consistent complaint handling process. CMS must enable employees to treat the customers fairly and in accordance with the company guidelines. CMS must provide mechanism to respond consistently with specifically drafted messages for specific complaints. The employees should not be burdened with too many documented processes. A tool shall make their life easy by removing the administrative burden from the processes.
Contextine Complaint Management helps you meet best practices
Contextine Complaint Management can help you provide you insights that enable your team to efficiently server your clients and positively resolve the complaints.
Contextine Complaint Management allows your team to handle all aspects of your Complaint Management, streamline your department communication, identify root causes and obtain Complaint’s analytics, all from one single platform.
