Complaint management software with closed loop feedback function

It's so easy to use QuestionPro as part of complaint management to record complaints and complaints, and to report complaints Complaint processing and to analyse data from complaint and complaint processes

Good complaint management is essential and requires a good complaint and complaint system

Use QuestionPro's Customer Experience Management platform as a workflow-based complaint and complaint system for your complaint management and complaint management! Quickly and easily define online input forms for your customers on your website or data entry forms for your customer service or support for telephone complaints. Create sophisticated complaint processes and intelligent complaint management quickly and easily via an intuitive user interface.

Complaint management as a marketing tool

Turn your complaint management into a real marketing tool with the QuestionPro feedback promotion function by allowing successful complaint processes to be shared by customers on social networks! The complaint and complaint management software within the Customer Experience Management platform QuestionPro is high-performance, reliable, secure and records data centrally across distributed systems and also initiates processes and workflows for smooth complaint management!

Insights into complaints and complaints

You can also gain valuable data on complaints and complaints. Evaluate the data obtained from complaints and claims centrally and generate an NPS (Net Promoter Score) or a CSAT score (Customer Satisfaction Score) fully automatically using the complaint and complaint management software. QuestionPro's complaint management software provides you with real-time insights for quick business decisions!

Tip: Take action before complaints and negative reviews reach the public and use QuestionPro's closed loop ticket system. You can get more information here: Closed loop feedback

Few complaints and complaints equal satisfied customers?

It is a huge misconception when companies believe that a small number of complaints and complaints indicate that their customers are generally satisfied. Because only a good 15% of all customers complain at all. Still others terminate the complaint process or complaints prematurely because companies do not offer the appropriate infrastructure for a quick, easy and smooth complaint or complaint process or even deliberately make it more difficult by making service numbers difficult to find or telephone waiting queues that last indefinitely. Soothing music from the earpiece alone does not make customers happy and satisfied! A poor complaint management system that is difficult to use or has poor performance can also cause frustration on the part of employees.

Avoid loss of knowledge by neglecting complaint management

Companies with inadequate complaint management or complaint management are depriving themselves of the opportunity to gain important knowledge and insights regarding the satisfaction of their customers and the quality of their products and services if they fundamentally neglect complaint management or do not report complaints and complaints via appropriate complaint or complaint management Maintain complaint systems. And employees often don't know how to deal with dissatisfied customers because they either don't have the appropriate skills or lack communication skills. The result: Disappointed customers end up quietly and secretly leaving at some point.

Complaint and complaint management is important: satisfied customers remain loyal to the company!

It is so easy to set up a good, low-administration complaint management system. And it makes sense: the majority of all customers who are satisfied after a complaint or claim remain loyal to the company! And they keep telling it! For example via social media platforms such as Twitter, Facebook or via the relevant rating portals. This is how good complaint management can become a real marketing tool!

Complaint management and complaint management with QuestionPro

Create an input mask for recording complaints and claims

First, you create an input mask to record customer complaints with the support of the questionnaire and form editor integrated in QuestionPro. There are more than 50 question types, comprehensive validation functions, question logic, database comparisons and plausibility checks at your disposal, which help your customers provide information about the complaint quickly, easily and in a structured manner. The input mask is fully customizable to your company's CI and can be easily integrated into your website or a special landing page for your complaint management using an automatically generated code snippet. Of course, you can also use the form to receive telephone complaints and claims - also automated using Interactive Voice Response!

Define complaint management processes with a workflow and process-capable system

While you are creating the form, you are also developing the complaint or complaint management process. To which responsible employees should the data from the complaint be sent? Which automated processes need to be initiated? What should happen in the event of escalations? What messages should customers receive when complaint data arrives at your company? QuestionPro offers you sophisticated feedback and reaction management in real time and can also be easily embedded into your existing BPM and workflow infrastructure. The possibility of connecting QuestionPro's complaint and complaint management software to CRM, sales and ERP systems is a given! QuestionPro guarantees holistic and comprehensive complaint management!

Closed loop feature

To ensure that no complaint case is lost until it is resolved or closed, QuestionPro offers a closed loop ticket system (CLT) with which complaints and claims can be tracked according to defined processes.

Problem solved? Spread the word!

If you have been able to satisfy your customers after successfully processing a complaint or complaint, then they will be very willing to do you a favor and spread these positive customer experiences! And you can actively support your customers with the feedback promoter function included in QuestionPro. After the complaint has been processed, you send your customers feedback by email that contains a question about the satisfaction of the complaint process. If your customers answer this question positively, it is possible, provided your customers agree, to share this positive feedback directly in social media networks defined by you!

Data analysis in complaint management and complaint management in real time

QuestionPro offers you the opportunity to analyse all incoming complaint and complaint data and to create real-time evaluations of the type and extent of complaints and complaints. With the clear reporting dashboard you have everything in view! And so that you can create evaluations with third-party systems, QuestionPro offers you the function of exporting data into all common formats, such as CSV, XLS or SPSS and others. The graphical reports contained in QuestionPro can also be exported to PowerPoint, Word or PDF, for presentation purposes, for example, at the push of a button.

Complaint management and complaint management with QuestionPro as a complaint and complaint system

• Easy-to-use complaint management software and workflow and process-oriented complaints system in one!
• Simple and quick creation of forms for registering complaints
• Easy integration of forms on websites
• Definition of complaint and complaint processes during form creation
• Ticket function, ticket tracking & closed loop
• Automatic feedback to customers
• Definition of escalation scenarios
• Graphical analysis of complaint data at a glance
• Integration into existing workflow
• Easy connection to third-party systems such as CRM or ERP
• CAPI / CATI – capable
• Interactive voice response
• API interface
• Definition of webhooks
• Complaint management and complaint management as a marketing tool
• Determination of KPIs such as NPS, CSAT, CES, CSS

Try the complaint management software now for 10 days free of charge!

Do you have questions about complaint management, complaint management and our complaint systems as part of Customer Experience Management? Simply contact us using our contact form. We look forward to speaking with you! You are welcome to test QuestionPro as a complaint management system (web-based software) for your complaint management for 10 days free of charge.

1:1 live online presentation: Complaint management with QuestionPro

We would be happy to show you in a 1:1 live online presentation how you can map your complaint management process with QuestionPro, obtain data from complaints, process it, track it and analyse it.

Arrange a personal appointment now

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