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Why Customer Complaints Are Good For Your Business

Why Customer Complaints Are Good For Your BusinessWhy Customer Complaints Are Good For Your Business


Any business's success relies heavily on its brand image and its customer's satisfaction with its products or services. If you are a business owner, you should have the means and tools to build healthy and long-lasting customer relationships and be able to attract new leads and turn them into potential loyal customers.

Many successful brands and businesses were able to revamp and evolve their services and products thanks to their customer reviews, feedback, and complaints. Let us further demonstrate why customer complaints are good for your business.

Why Customer Complaints Are Good For Your Business

They can point out problems you overlooked

In many cases, a customer complaint can point out a problem in your products or services that you may have overlooked, so they give you the chance to fix and enhance your products and retain your loyalty.

If you are running a restaurant-type business, a customer complaint could regard a spoiled food ingredient or an unkind server or employee, so in that case, you get the opportunity to encourage kinder behavior or deal with the spoilt ingredient problem.

They can help you handle other complaints better

Once you get an understanding of your customer complaints and their validity, you will be able to identify patterns in them. Such patterns include recurring complaints about a specific aspect of your business, or they could be regarding the same employee, or in the case of services, a certain day of the week that sparks complaints.

Moreover, dealing with upset customers can offer you and your employees great experience and skills to deescalate tense situations and handle any kind of customer. In addition, it can help you develop a strategic customer complaint policy for your business.

How to Facilitate Customer Complaints?

In order to be able to facilitate customer complaints and feedback properly, your business will need a great customer relationship management (CRM) solution that makes it easier for your to keep track of your customers, personalize your messages and emails, and provide them with an easy way to reach your team with their feedback, complaints or problems.

CRM software can do so much for your business. Regarding customer satisfaction, though, it can offer you a service solution, where it provides your business website with a help center and a self-service portal where they can look up their problems and find solutions themselves. In addition, it can integrate an interactive feedback form where they can leave their complaints and feedback over your products or services.

Furthermore, CRM software can connect you with your customer across several social media channels and communicate with them seamlessly from one platform. Doing so allows you to notice all complaints and feedback over social media messages and comments on posts so you can take notice and resolve their issues as fast as possible.

CRM software also allows you to boost your customer service team's productivity, as it can provide you with a service platform where your team gets an overview of open customer tickets. Submitted tickets can be prioritized with color-coding, and your team can be alerted when a ticket is overdue or if one needs special attention.

Ticket assignment can also be streamlined and automated, and you should be able to configure your CRM software to route tickets to the right team member or department.

Tips on Creating a Customer-Centric Strategy

Here are a few tips on how to create a customer-centric strategy for your business that will boost your customer satisfaction and allow you to handle customer complaints better.

  • Hire for customer success
  • Invest in customer service
  • Get everyone involved
  • Know what your customers want
  • Personalize customer experience
  • Tie compensation to the customer

Read this blog for more information about the importance of a customer-centric strategy for your business and how to implement it.

Top CRM Software Recommendations

Now that you understand the importance of your customers' complaints and how they can benefit your business allow you to present you with our top three CRM software recommendations that will provide you with all the tools you need to do so.


Our first recommendation goes for It is one of the top-rated CMR software on the market for its inclusive solutions for your team and business. CRM will offer you're a unified platform that connects your team members and customers altogether to help you satisfy your customers and boost your business's image. CRM's top features include the following:

  • Exportable contact database
  • Customization
  • Total visibility
  • Mobile-optimized
  • Constant monitoring
  • Open API
  • Lead/Pipeline management
  • Tracks prospects, clients & deals
  • Consolidated contact info

As for its subscription plans, you are offered five scalable plans, each with a set of features:

Individual plan: Free forever

This plan includes:

  • Unlimited boards to organize your data (projects, clients, processes, and so on)
  • Unlimited docs to collaborate with your team in real-time
  • +200 templates you can choose from and can be customized to your needs
  • Over 20 column types
  • Android and iOS apps
  • This plan has a 500 MB file storage

Basic plan: $8/user/month

This plan provides you with everything in the Individual Plan, plus:

  • Lead, contact, and deal management
  • Unlimited visual sales pipelines
  • Unlimited contacts
  • Unlimited custom fields
  • Unlimited free viewers
  • Full mobile CRM
  • Document management
  • Full API access
  • 5 GB of storage

Standard plan: $10/user/month

The Standard plan is the most popular, and it allows having unlimited users and packs everything in the Basic plan, plus:

  • Timeline view
  • Guest access
  • 2-way email integration with Gmail or Outlook
  • Sales analytics
  • Mailchimp integration
  • Sales goals and forecasting
  • Calendar view
  • Automations up to 250 actions per month
  • Integrations up to 250 actions per month
  • 20 GB file storage

Pro plan: $16/user/month

The Pro plan is great for big businesses; it includes everything in the Standard plan, in addition to:

  • Customized notifications
  • Marketing activity management
  • Advanced permissions
  • Time tracking
  • Workflow and approval automation
  • Advanced reports (dashboards with up to 20 boards)
  • Private boards and docs
  • Formula column
  • Automations up to 25,000 actions per month
  • Integrations up to 25,000 actions per month
  • 100 GB file storage

Enterprise plan: Quote-based

The Enterprise plan, as we mentioned earlier, is the fully-featured CRM package; it holds everything provided in previous plans in addition to:

  • Enterprise-scale automation and integrations
  • Enterprise-grade security and governance
  • Advanced reporting and analytics
  • Multi-level permissions
  • Tailored onboarding
  • Premium 24/7 priority support
  • A dashboard that combines up to 50 boards
  • 1000 GB of storage
Read our full CRM review to know everything it can offer your business.

2. Zendesk

As for our second pick for one of the best CRM software on the market, we present you with Zendesk. Zendesk offers an inclusive CRM package that will help you run your business easier and get more lead conversions. Its main strongholds are its ticketing system that will streamline your customer feedback and complaints process and a live chat messaging software that seamlessly goes with it.

More of Zendesk's top features include:

  • Sales Email Intelligence
  • Native Dialer (business phone system)
  • Integrations and API
  • Sales Reporting and Analytics
  • Mobile CRM
  • Sales Prospecting

Zendesk will offer you four subscription plans for its CRM software:

Sell Team plan: $19/user/month, billed annually

This plan provides you with:

  • Email integration
  • Up to 3 paid users
  • 1 custom sales pipeline
  • Built-in click-to-dial & call recording
  • Fully featured mobile CRM
  • Apps & integrations

Sell Professional: $49/user/month, billed annually

This plan packs everything in the Sell Team plan, plus:

  • Unlimited paid users
  • 1 custom sales pipeline
  • Built-in click-to-dial & call recording
  • Fully featured mobile CRM
  • Apps & integrations
  • Personalized bulk emailing
  • Unlimited email templates

Sell Enterprise: $99/user/month, billed annually

The Enterprise plan includes the following, in addition to everything in the previous plans:

  • Unlimited email templates
  • Sales goals & forecasting
  • Unlimited custom fields
  • Advanced call analytics
  • Activity reports
  • Advanced permissions
  • Task automation

Sell Elite: $199/user/month

The Sell Elite is the full-featured CRM package that Zendesk offers, and it includes everything in previous plans, plus:

  • Open API
  • Rep performance reports
  • Advanced sales insight reports
  • Success insight reports
Read our full Zendesk CRM review to know more about what it can offer your business.

3. Salesmate

For our last recommendation, we present you with Salesmate. Salesmate is a CRM market leader and one of the highest-rated on the internet. Salesmate CRM supports various industries and business sizes and is designed with inclusive capabilities that provide you with all the means to boost your business's performance and nurture your customer relationships.

Its key features include:

  • Contact Management
  • Sales Pipeline
  • Sales Automation
  • Text Messaging
  • Built-in Calling
  • Marketing Automation
  • Google Integrations
  • Customizations
  • Product management

As for its plans, you are offered four subscriptions, and each comes with a set of features that you can know about in our full review.

Starter plan: $12/user/month or $144 billed annually

The Growth plan: $24/user/month or $288 billed annually

Boost Plan: $40/user/month or $480 billed annually

Enterprise: Quote-based

Read our full Salesmate CRM review to know more about how it can improve your business sales.

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