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blog | March 02, 2018

How to Use CRM to Handle Customer Complaints

No one likes getting complaints from customers. But it’s important to remember that they can be a valuable source of information. If complaints are handled well, they can be...

By WorkWiseSoftware

No one likes getting complaints from customers. But it’s important to remember that they can be a valuable source of information. If complaints are handled well, they can be a great opportunity for companies to improve the quality of their products and customer service.

Record Every Complaint

Be sure to record each and every complaint you receive to a database in your CRM system, no matter how small it may seem. This will give insight into what processes are consistently going wrong in your business. CRM software can help keep things from slipping through the cracks, but in order for it to be effective, the information needs to be collected and analyzed.

Learn From Every Situation

When analyzing the information, try to focus on the process that underlies the situation. What could you do better next time? What related problems could also be prevented?

If you can’t seem to find anything that went “wrong” on your end, even unjustified complaints are simply the consequence of poor communication. Generally, the customer expected something about their purchase that wasn’t accurate. This can usually be prevented by improving communication so other customers are not surprised in the same way.

Utilize Easy Communication Channels

Another way to prevent customer complaints is to set up a web form using your CRM system. Customers can submit questions, information, or check on their account from your website. Most CRM systems allow you to create web forms and upload them to your site. This makes it easier for customers to request information, ask for help, or receive documents that they need.

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