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What Is Complaint Management Software? Arena Simulation Software Free Download For Mac more. Complaint management (CM) software helps record and collate complaints as customers and employees report them. CM software can be purchased as a standalone product, as a component module for existing software or as one of several applications in an integrated software suite. It is used by businesses in two general contexts: • Outward-facing. In call center scenarios, to record complaints and problems as reported by customers. • Inward-facing. In internal help desk scenarios, to record issues as reported by the company’s own employees.

What Are the Benefits of Complaint Management Software? Complaint management software is used to collect and organize reports of issues, complaints and feedback—which can serve many purposes, depending on the context. Here are a few example scenarios that illustrate the benefits of this software for different types of businesses. CM software can be used to: Improve customer service. In this scenario, a customer is having a problem with his laptop, but it surfaces only rarely and in a very particular set of circumstances. The first time it occurs, he calls the company and speaks with a tech support agent—who offers no solution. Free Download Software Edit Video For Windows 7 more. The second time the problem occurs, the customer calls and explains the problem again. The first support agent he speaks with can’t help, and escalates the call.