- 1. ProProfs Help Desk — Best for resolving all support conversations from a shared inbox
- 2. Bitrix24 — Best for turning complaints into leads
- 3. Issuetrak — Best for tracking internal and external complaint
- 4. isoTracker — Best for meeting high compliance standards
- 5. SAP Complaint Handling — Best for a centralized complaint-handling cockpit
- 6. HappyFox Helpdesk — Best for a one-stop solution for all incoming complaints
- 7. Zoho Desk — Best for getting complaints to the right agent fast
- 8. Sprinklr Service — Best for a unified, digital-first customer care platform
- 9. Zendesk — Best for a self-service knowledge base
- 10. MasterControl — Best for compliance with postmarket regulatory requirements
Even the most customer-focused organizations have to deal with complaints from customers. Thankfully, today’s SaaS software makes it easier to manage the workload, ensuring that issues are resolved quickly.
I’ve written this guide to show you the best options in this niche and explain their features, integrations, and pros & cons. You’ll also find answers to frequently asked questions, so you can pinpoint the best complaint management software for your needs.
What is Complaint Management Software?
Complaint management software refers to applications that businesses use to handle, track, and respond to complaints from customers more efficiently. This ensures that people get the resolution they need promptly, leading to greater customer satisfaction, improved loyalty, and better products and services.
These tools can manage various complaint types, billing discrepancies, and delivery problems across multiple channels of communication. Issues may be resolved using chat support, email, social media, or phone calls.
Complaints are typically tracked from initial registration through to final resolution. The software will also keep detailed records for future reference. Some tools may also provide data analysis, to help reduce the incidence of such problems in the future.
ProProfs Help Desk is an AI-powered customer complaints management system with smart automation rules, automated chat and advanced analytics.
Why I picked ProProfs Help Desk: This extensive suite of tools helps you manage customer complaints, track issues, and improve customer satisfaction processes. The ticket management system is designed to ensure no request falls through the cracks, while the shared inbox allows team members to collaborate effectively.
The system is user-friendly, yet offers powerful functionality. It also places an emphasis on complaint data security, privacy, and compliance with regulations such as GDPR and HIPAA. Customers get 24/7 support to ensure the software keeps running no matter what.
ProProfs Help Desk Standout Features and Integrations:
Standout features include a shared inbox, smart ticketing, knowledge management, and customer satisfaction (CSAT) score tracking. In addition, ProProfs also offers insightful reports and analytics. This helps you identify trends, monitor performance, reduce response time, and make data-driven decisions.
Integrations are available with CRM platforms (Salesforce, Zoho), project management tools (Trello, Jira), communication apps (Slack, Microsoft Teams), and email marketing tools (Mailchimp, Constant Contact). You can also connect with accounting software (QuickBooks, Xero), and ecommerce platforms like Shopify and Magento.
- CSAT score tracking capability
- Shared team inbox feature
- Robust ticket management system
- Limited customization options
- No native live chat tool
Bitrix24’s complaint management software includes a suite of advanced client engagement tools. This helps you get a real-time evaluation of customer complaints so you can ensure they’re resolved effectively.
Why I picked Bitrix24: leverages a customer relationship management system to not only manage complaints but also identify sales opportunities. It turns complaints into leads by resolving issues promptly, following up, and using these interactions to upsell or cross-sell products based on customer feedback.
Bitrix suite offers comprehensive features for managing complaints, along with robust collaboration tools for instant messaging, video conferencing, and a social intranet. These capabilities help teams coordinate to address customer complaints in the best way possible.
I also like that Bitrix24 is a holistic business platform backed by reliable technology and 24/7 online support. It also complies with leading security standards to ensure safe handling and storage of all customer data.
Bitrix24 Standout Features and Integrations:
Standout features include CRM functionality for tracking customer interactions, built-in collaboration tools, and project management features. Other features include customizable workflow automation for efficient complaint resolution.
Integrations are available with platforms such as Google Workspace for productivity, Mailchimp for email marketing, and Dropbox or Google for cloud storage. You can also connect to Slack and Microsoft Teams for better collaboration, and Zendesk for specialized customer service capabilities.
The software also integrates with Facebook, Twitter and other social media platforms, along with payment gateways like PayPal and Stripe. It also connects to project management tools like Trello and Asana.
- Built-in CRM functionality
- Customizable workflow automation
- Comprehensive task management features
- Lacks multilingual support
- Limited advanced analytics
Issuetrak offers complaint management software that manages complaints for large and complex organizations, such as municipalities, healthcare organizations, and finance companies.
Why I picked Issuetrak: What I loved about this software is the specialized features for tracking and managing both customer complaints and internal issues. It offers a robust solution suitable for businesses that deal with high volumes of customer interactions or frequent problem solving.
With both cloud-based and on-premise options, deployment is flexible so the solution can be adapted to meet varied operational needs. Issuetrak delivers a focused approach to issue tracking and complies with all major security standards.
Issuetrak Standout Features and Integrations:
Standout features include advanced web forms that are fully integrated with the software. They provide an intuitive way for people to submit issues, plus an efficient workflow for support agents to gather information and work on solutions.
In addition, notifications are sent to customers or employees to keep them in the loop. Tickets are escalated automatically if a suitable resolution is not achieved. The dashboards give agents a snapshot of open complaints by type, priority, and assignment.
Integrations are offered with platforms such as Microsoft Active Directory for identity management, Okta for secure authentication, and Azure DevOps for software development. The software also connects easily with Slack, Quickbooks, Jira, and Salesforce. Further integrations link the software to business tools such as Microsoft Office 365, Google Workspace, and Dropbox.
- User-defined field categorization
- Flexible deployment options
- Specialized issue tracking focus
- No built-in CRM capabilities
- Interface lacks modernity
isoTracker is a cloud-based complaints management system that ensures every complaint is properly recorded, assigned, tracked, and resolved. You can use this cloud-based solution as a standalone product, or integrate it with other software from the same company.
Why I picked isoTracker: This cloud-based complaints management system supports companies in managing support processes and tasks, while also ensuring compliance with key industry regulations. Businesses can create, control, and update documents, as well as track complaints, audits, and training records from a single platform. This reduces the admin burden and enhances productivity.
isoTracker Standout Features and Integrations:
Standout features include effective capabilities for document control, complaints management, audit management, and training record tracking. isoTracker is specifically designed for compliance with ISO 9001, ISO 13485, ISO 14001, ISO 17025, and FDA 21 CFR Part 11 regulations.
This makes it a great choice for companies in heavily-regulated industries such as healthcare, laboratory services, and manufacturing. Data security is also emphasized, with multiple server locations and encrypted connections used to protect data.
Integrations are available with document management software such as Microsoft Office and Adobe products. isoTracker also syncs with CRM systems like Salesforce and ERP systems like Oracle and SAP, to ensure the most effective resource management.
The software also integrates with task management tools like Trello and Asana, e-signature platforms like DocuSign, and cloud storage platforms such as Gmail and Outlook.
- Designed for compliance with regulations
- Training record tracking
- Comprehensive audit management
- No mobile app available
- Limited customization options
- Interface lacks modern appeal
SAP Complaint Handling breaks down silos between departments to help businesses manage feedback more effectively. Whether complaints originate from customers or suppliers, they’re orchestrated efficiently to achieve a fast resolution.
Why I picked SAP Complaint Handling: This software allows companies to handle customer complaints from multiple communication channels, including email, phone, and social media. Administrators can easily track complaints, assign tasks, and monitor progress.
This platform can be accessed from mobile devices, allowing companies to manage customer complaints on the go. In addition, the compliance management capabilities ensure that regulatory requirements and industry standards are met.
SAP Complaint Handling Standout Features and Integrations:
Standout features include automated complaint handling workflows and real-time monitoring capabilities. The real-time analytics and reporting capabilities allow you to track performance, identify trends, and measure customer satisfaction.
SAP Complaint Handling can send automated notifications to customers and employees, to keep them informed of their complaint status. It also offers knowledge management capabilities, allowing companies to capture and share best practices.
The software can easily be modified to meet the particular needs of each company. This includes customizing workflows, fields, metrics, and reports.
Integrations are available with various other tools. These include SAP CRM (for managing customer complaints and service requests in a single system), SAP ERP (for linking customer complaints to specific orders), and Salesforce or Microsoft Dynamics (for managing requests connected with sales).
SAP Complaint Handling also integrates with social media platforms such as Twitter and Facebook, plus email platforms like Microsoft Outlook and Gmail. You can also connect to phone systems (Avaya, Cisco), or chat platforms (LiveChat, LiveAgent, Zendesk).
- Compliance management
- Advanced analytics and reporting
- May require technical support
- May be too expensive for smaller businesses
HappyFox Helpdesk helps you achieve a one-stop customer complaint management system. You can tackle all complaints from one common help desk system that helps you categorize, assign, and resolve customer issues easily.
Why I picked HappyFox Helpdesk: This system offers a unified customer support platform for managing, tracking, and resolving complaints. The smart ticketing system simplifies your support workflow, while features like automated responses ensure customer complaints are handled quickly and efficiently throughout their lifecycle.
Many businesses choose HappyFox Helpdesk because of its standing as a complete customer service solution. You get a user-friendly interface, robust features, and high security standards. Overall, customer complaints are in good hands when you use this tool.
HappyFox Helpdesk Standout Features and Integrations:
Standout features include multi-channel support, task automation, and performance reporting. The self-service option allows customers to resolve queries themselves, to save time and frustration.
HappyFox Helpdesk also supports various customization options. These include the ability to add multiple custom fields, or to tailor customer complaint workflows according to the needs of your business.
Integrations are available with CRM systems (Salesforce, Zoho), project management tools (Asana, Trello), and ecommerce platforms (Shopify, Magento). You can also connect with social media channels (Facebook, Twitter), live chat software (LiveChart, Olark), document management systems (Google Drive, Dropbox), and survey tools (Survey Monkey, Google Forms).
- Customer self-service portal
- Customizable ticket management system
- Multi-channel customer support
- Upgrades may require additional fees
- Steeper learning curve
Zoho provides a holistic business solution that includes complaint management and much more. Users appreciate their customizable forms and workflows, which allow businesses to tailor the software according to their needs.
Why I picked Zoho Desk: This tool accelerates the process of getting complaints to the right agent using AI-powered automation to prioritize, categorize, and assing tickets based on agent expertise and pre-defined rules.
This service desk offers everything needed for advanced complaint management, from ticket tracking to advanced reporting. Other advantages include customization capabilities for workflows and forms.
Users also benefit from the company’s reputation as a reliable solutions provider with a complete set of interconnected tools, 24/7 online support, and dedicated assistance.
Zoho Desk Standout Features and Integrations:
Standout features include advanced automation capabilities and a self-service option that allows customers to find their own solutions. The software also offers in-depth reporting, plus performance tracking and analytics insights.
Integrations are available with many popular platforms such as Mailchimp, Salesforce, Trello, Slack, Google Workspace, and Microsoft Office 365. Zoho also integrates with social media platforms like Facebook and Twitter, plus ecommerce platforms like Shopify. It also integrates with cloud storage providers like Dropbox and Google Drive, along with telephony services like RingCentral and Twilio.
- Self-service knowledge base
- Advanced automation capabilities
- Comprehensive ticket tracking
- Limited free version features
- Lacks multilingual support
- Less user-friendly interface
Sprinklr Service uses advanced AI and machine learning to deliver comprehensive complaint management with end-to-end auditability. The software makes it easy to deal with complaints across over 30 digital channels promptly.
Why I picked Sprinklr Service: Sprinklr offers a customer experience management solution that helps businesses manage customer complaints across multiple channels. The software also includes tools for marketing, research, advertising, engagement, and customer care. Sprinklr Service helps companies better understand their customers with the goal of delivering a more personalized, positive experience.
As a unified platform, Sprinklr Service allows large organizations to centralize their customer experience efforts. This minimizes the risk of siloed data or inconsistent service. The software also offers security measures that comply with GDPR, CCPA, and ISO 27001, to ensure the safety and privacy of customer data.
Sprinklr Service Standout Features and Integrations:
Standout features for Sprinklr Service include their AI capabilities that segment and target audiences, predict customer behavior, and automate routine tasks. Other exceptional features include a robust social media management suite, omnichannel customer engagement, advanced listening, and powerful analytics.
Sprinklr Service also allows you to monitor and manage many social media accounts from one dashboard. Their advanced listening tools assist in capturing and analyzing customer sentiment across various channels.
Integrations are available for social media platforms such as Facebook, Twitter, Instagram, LinkedIn, YouTube, and Pinterest. Sprinklr also connects easily with CRM systems like Microsoft Dynamics, Salesforce, and SAP to enable data flow for better customer relationship management.
You can also take advantage of integrations with various advertising platforms, analytics tools, messaging software, ecommerce platforms, collaboration tools, chatbots, and email marketing suites.
- High scalability for large organizations
- Robust social media management suite
- Unified customer experience management
- Complex setup and configuration
- Occasional latency issues
Focused only on the customer experience, Zendesk offers complaint management software suitable for organizations ranging from startups to enterprise-level corporations.
Why I picked Zendesk: This application offers a unified interface for managing customer complaints, reducing the clutter and complexity associated with multichannel interactions. The powerful AI capabilities automate responses, make smart recommendations, and provide detailed insights. The software also includes a knowledge base that encourages self-service.
The software is well established in the customer service management industry. Companies appreciate the 24/7 online support, scalability, and compliance with security standards such as SOC2 and ISO 27001.
Zendesk Standout Features and Integrations:
Standout features that make Zendesk ideal for complaint management include a unified customer interaction interface and advanced AI-powered capabilities to speed up responses. Other benefits include real-time analytics for instant insights, plus a customizable platform that can be adapted according to business needs.
Integrations include a broad range of CRM, sales, and marketing platforms. Popular connections include HubSpot, Salesforce, and Microsoft Teams. For ecommerce operations, the software also integrates with Shopify, Stripe, and Magengo. The software also connects easily with social media platforms like Facebook and Twitter too.
- Real-time analytics
- AI-powered smart suggestions
- Built-in knowledge base
- Lacks advanced reporting tools
- Limited customization options
MasterControl is a software suite designed to deliver the effective complaint management solution required to meet FDA regulations and ISO requirements. Their CAPA (corrective and preventive actions) management system ensures that regulators are quickly informed of quality management issues they need to be aware of.
Why I picked MasterControl: This platform is perfect for organizations that need a formalized and standardized approach to complaint handling. The software uses a proven 3-step process to manage complaints, find the root cause, and ensure they are resolved quickly and compliantly.
MasterControl was built to comply with postmarket regulatory requirements. This makes it a great fit for businesses in regulated environments, where customer complaints take on a higher level of significance.
MasterControl Standout Features and Integrations:
Standout features include customizable workflows that match your organization’s particular complaint management flow, in accordance with SLA (service level agreement) needs and postmarket regulatory requirements. It also offers real-time tracking and reporting, making it easy to identify areas for improvement.
The software automates all tasks pertaining to customer complaint handling, including notification, follow-up, and automatic escalation of overdue tasks.
Integrations are available with software platforms such as Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, Quickbooks, Xero, Sage, Zendesk, and Freshdesk. These help you incorporate formal complaint management into your existing workflow and ensure that all customer interactions are properly tracked in one, centralized location.
- Automation of complaint handling tasks
- Real-time tracking and reporting
- Customizable workflows
- Complex interface
- Not suitable for small businesses
ProProfs Help Desk
Best for resolving all support conversations from a shared inbox
15-day free trial
|From $30/user/month||Visit Website|
Best for turning complaints into leads
Free plan available
|From $49/month (5 users)||Visit Website|
Best for tracking internal and external complaint
Free demo available
|From $69/user/month||Visit Website|
Best for meeting high compliance standards
60-day free trial
|Pricing upon request||Visit Website|
SAP Complaint Handling
Best for a centralized complaint-handling cockpit
|$1,464 (one-time payment)||Visit Website|
Best for a one-stop solution for all incoming complaints
Free demo available
|From $39/user/month||Visit Website|
Best for getting complaints to the right agent fast
15-day free trial
|From $20/user/month||Visit Website|
Best for a unified, digital-first customer care platform
90-day free trial
|From $249/user/month (billed annually)||Visit Website|
Best for a self-service knowledge base
14-day free trial
|From $19/user/month (billed annually)||Visit Website|
Best for compliance with postmarket regulatory requirements
Free demo available
|Pricing upon request||Visit Website|
Best for a personal touch at scale
Best for reducing time to value
Best for a 360-degree, unified customer view
- Jira Service Management
Best for rapid incident management
- Salesforce Service Cloud
Best for a unified agent console
- Qualtrics XM
Best for predictive intelligence and analytics
- QT9 QMS
Best for real-time customer feedback
Best for converting emails into cases
Selection Criteria for Complaint Management Software
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best complaint management software for this article:
These are the features that I consider to be non-negotiable in tools within this niche:
- Complaint tracking and management: All software in this category must offer the ability to track and manage customer complaints efficiently.
- Analytical reporting and insights: Any application in this sector should be able to analyze data, identify trends, and highlight frequent issues, so that these can be dealt with accordingly.
In addition to the core functionalities above, I also assessed these additional features in order to make my final selections for this list:
- Multi-Channel Support: The software needs to capture complaints from multiple channels, including email, social media, phone calls, and live chat.
- Automated Response: The ability to send messages or acknowledgments when a complaint is received.
- Escalation Rules: A system that elevates a complaint to higher level management if it hasn’t been resolved within a certain time.
- Data security: Robust measures for ensuring the integrity of all information stored in the system.
- Customer feedback loop: Enabling customers to be updated on the status of their complaints, while also providing feedback on the resolution process.
I looked for complaint management software that offered a user-friendly and intuitive interface, along with customization options permitting the tool to be adapted to specific business needs.
I was also on the lookout for mobile access for on-the-go complaint management, together with comprehensive training and customer support. Other helpful usability features include multi-language support and scalability designed to accommodate future business growth.
As this software is often used in highly-regulated sectors, the software should offer all necessary compliance features. This is particularly important in areas such as healthcare and finance, where adhering to data privacy and security regulations is critical.
Updates & Maintenance
Tools in this category must be updated regularly to add new features and ensure compatibility with other business systems. Providers should also offer ongoing maintenance and support to keep things running smoothly.
Top complaint management software supports integration with popular business systems such as customer relationship management (CRM) and enterprise resource planning (ERP) systems.
The best systems also connect with helpdesk suites to ensure a smooth information flow. It also helps if the software can communicate with email and social media platforms to facilitate multi-channel complaint capture and management.
The pricing model should be scalable so that business growth can be accommodated without causing unreasonable hikes in costs. Pricing could be based on the number of users or the volume of complaints received, so that the financial outlay is related to the level of complaint management activity.
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What are the best ways to create a positive customer experience?
Other Customer-Specific Software Reviews
Here are some more resources you might like to check out. These reviews of customer-specific software tools will help you gain a broader understanding of what’s possible regarding improving your customer experience.
- Best Customer Success Software
- Best Customer Experience Management Software
- Best Customer Journey Mapping Tools
- Best Customer Intelligence Platforms
- Best Digital Experience Platforms (DXP)
- Best Customer Feedback Software
Focus on Your Customers
“Customer obsession” is one of the factors that transformed Amazon from an online bookstore into an industry titan. When you care about managing customer complaints, you’re setting yourself up for success.
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