A good CRM solutions system learns from its customers. Especially their complaints. If you are able to analyze customer complaints, you’ll be able to learn a great deal about your business services and you’ll be able to offer better services:
When a customer makes a complaint, they are voicing a concern with relation to your product or service. What you need to ask yourself is, has this complaint been raised before. If it has, then you need to make sure that it’s remedied as soon as possible so that you can continue to give your customers the kind of service that they are used to. If a complaint is a new complaint, then it’s worth logging these events into your database, and have your service team or product team prioritize the issue with existing issues. After that, it’s troubleshooting and pushing these solutions onto your customers as quickly as possible to prevent sour testimonials.
Here are a few reasons why you should welcome customer complaints:
1. Customers can help you find faults in your Products & Service
As discussed above, customers can still find faults in your products that may have passed your quality assurance tests. Whether these issues are manufacturing defects, shipping defects or inherently product defects, it’s important to keep a tab on all the feedback you can get to improve on future product lines. Bad service can bring a company a bad reputation. You don’t want customers to get alienated due to terrible customer support. A good CRM system can help you manage these issues and hold your staff more accountable for the way they treat your customers. Happy customers point to returning customers and more business.
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2. Complaints help with Business Development
Customer complaints can actually affect business development goals if you really think about it. You might have a great development plan, but without actual real-time feedback from your customer base, you might repeat the same mistakes from earlier product lines. A good company listens to its fans and customers to grow, develop and improve.
3. Complaints from Influencers and Media Companies
Many companies that give out their products for reviews to media houses, influencers and reviewers tend to impose restrictions on these entities when they are talking about their products. While the messaging for companies are very important, honest feedback from reviewers tends to create goodwill among future customers. In the case of sponsored content it’s very easy to curate the messaging, but in non-sponsored content, a company’s messaging might get diluted by the reviewer’s own opinion. Complaints arising from reviews can be very valuable, especially if it’s an influencer who is daily using your product.