Complaint management software is searched when complaints start slipping through: a customer calls twice and nobody sees the first call.

Problems complaint management software should solve for a service business

  • Complaints arrive by phone, WhatsApp and walk-in with no single log.
  • The same customer complains twice about the same unit.
  • Nobody owns a complaint until the customer shouts.
  • Closed complaints are not checked.

What it must do

  • One log: every complaint in one list
  • Priority and owner: who must act and by when
  • Link to equipment and job: history per unit and visit
  • Status: new, assigned, in progress, resolved
  • Feedback: rating after resolution
  • Reports: complaints by service, branch and technician

Questions to ask before you buy

  1. Can I see all complaints for one customer or unit?
  2. Can I assign an owner and priority?
  3. Does closing a complaint link to the job?
  4. Can I report repeat complaints?

How ServicePilot handles service

ServicePilot logs service requests and complaints against the customer and equipment, converts them to jobs and records customer feedback afterwards.

Related: technician tracking software, the free customer complaint register format and how to respond to customer complaints.

In ServicePilotSee complaint management software in ServicePilotHow ServicePilot handles this for your business, with a free demo.