{"id":49853,"date":"2021-05-01T00:24:20","date_gmt":"2021-05-01T07:24:20","guid":{"rendered":"\/us\/en\/blog\/?p=49853"},"modified":"2022-12-30T08:02:27","modified_gmt":"2022-12-30T16:02:27","slug":"how-to-reduce-customer-complaints","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-reduce-customer-complaints\/","title":{"rendered":"How to Reduce Customer Complaints?"},"content":{"rendered":"<p><b>Customer complaints are a double-edged sword.<\/b><\/p>\n<p><b>On one hand, they can leave you embarrassed and demotivated. On the other hand, they can offer you rich insights into your customers&#8217; pain points and also allow you to align your brand offerings to customer expectations.\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">However, complaints also bring a load of operational and process overheads, and if not resolved properly, the situation can snowball into a worse situation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While you might think otherwise, getting complaints means that your customers are still interested in doing business with you. Studies reveal <\/span><a href=\"https:\/\/www.business2community.com\/customer-experience\/how-to-seek-out-customer-complaints-to-support-growth-02315008\"><span style=\"font-weight: 400;\">that 96% of customers never complain and 91% of customers simply leave<\/span><\/a><span style=\"font-weight: 400;\"> because of poor services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This blog will discuss<\/span><span style=\"font-weight: 400;\"> how to reduce customer complaints <\/span><span style=\"font-weight: 400;\">while keeping your customers happy and turning them into loyal brand advocates.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s begin by learning &#8211; Why do customers complain?<\/span><\/p>\n<h2 class=\"heading h3 h2\"><b>Why do customers complain?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Customers are unique people who have different tastes, personalities, and expectations from your brand. What might affect one customer may not necessarily have the same impact on the other.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is important to understand that customers complain because of a variety of reasons. In many cases, customers might be facing trouble using your products or services, or stuck with faulty ones. Customer complaints can also stem from the issues or concerns with the company&#8217;s employees, strategies, policies, or processes.<\/span><\/p>\n<p><b>Some other major reasons customers complain are:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Poor customer service or troubleshooting<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Siloed\u00a0 support channels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hidden costs\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lack of sufficient information<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Inattentive employees<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lack of quick and reliable support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Unresolved problems<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Now that we know some of the common reasons for complaints, let us explore some ways to reduce them.<\/span><\/p>\n<h2 class=\"heading h2\"><b>10 Effective Ways to Reduce Customer Complaints<\/b><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49854\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/Proprof1.jpg\" alt=\"\" width=\"626\" height=\"626\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Image Source: <a href=\"https:\/\/www.google.com\/url?q=https:\/\/www.freepik.com\/free-vector\/call-center_4524569.htm?query%3Dcustomer%2520call&amp;sa=D&amp;source=docs&amp;ust=1635752496794000&amp;usg=AOvVaw0SwVC_-b2r-S8Jws7t_fna\">Freepik.com<\/a>)<\/em><\/p>\n<h3 class=\"heading h3\"><b>1. Improve first call resolution<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The first step to providing exceptional customer service is to improve first call resolution or FCR. First call resolution or first contact resolution measures your ability to handle and resolve customer complaints across different channels in one go.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-best-practices\/\"><span style=\"font-weight: 400;\">Industry-standard for FCR is approximately 74%<\/span><\/a><span style=\"font-weight: 400;\">, and an FCR rate below 40% is considered poor.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you solve customer complaints in the first interaction, you\u2019ll generate a positive impression on the minds of your customers. With fewer repeat requests, you will also be able maximize your support staff\u2019s productivity.\u00a0<\/span><b><\/b><\/p>\n<h3 class=\"heading h3\"><b>2. Leverage the latest technology<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It is impossible to deliver exceptional customer support without using any technology because manually managing customer interactions can make things go haywire.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, it is important to deploy reliable, smart, and functionality-rich customer automation to keep the support standards high. There are many smart customer service technologies, such as CRM, knowledge base, helpdesks, call-back tools, and <\/span><a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html#ring-cc-off\"><span style=\"font-weight: 400;\">cloud-based call center software<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using the latest technology moves your team in the right direction and enables you to minimize <\/span><span style=\"font-weight: 400;\">your query resolution time. When you solve more queries in less time, you\u2019ll be able to reduce customer complaints.<\/span><\/p>\n<h3 class=\"heading h3\"><b>3. Track complaints using help desk software<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Smart customer support tools like <\/span><a href=\"https:\/\/www.proprofsdesk.com\/\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">help desk software<\/span><\/a><span style=\"font-weight: 400;\"> can automatically convert all customer queries into tickets with unique IDs. The software also offers multiple complaint management features.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, agents can prioritize complaints, sort tickets using tags, and escalate them to the right people. As every incoming customer complaint now ends up in a central query window, that is visible and accessible to all, you\u2019ll never miss any query.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Intuitive help desks tools also offer built-in live chat and canned responses to resolve repetitive queries more efficiently. You also get features such as automated ticket routing, real-time agent escalation, smart reports, and many team collaboration capabilities.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With real-time complaint tracking, you can resolve issues faster and prevent additional complaints from the same customers.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49855\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/Proprof2.jpg\" alt=\"\" width=\"626\" height=\"417\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Image Source: <a href=\"https:\/\/www.freepik.com\/free-vector\/organic-flat-customer-support-illustration_13184983.htm%23page%3D1%26query%3Dself%2520service%26position%3D14%26from_view%3Dsearch&amp;sa=D&amp;source=docs&amp;ust=1635752496796000&amp;usg=AOvVaw1iar7zJlBczR2yC4B3CpsA\">Freepik.com<\/a>)<\/em><\/p>\n<h3 class=\"heading h3\"><b>4. Do not be rude and show empathy<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Customer support agents are also humans, and it is highly likely for them to get angry or frustrated while dealing with an angry customer. However, a heated discussion can lead to a poor experience for both the customer and the representative.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When customers sense an agent being rude, most of them cut the call in-between and leave with a very bad impression. But, some of them escalate the matter by sharing a negative word about your business online. This will require more strenuous containment actions, and you\u2019ll have to spend more effort and resources in resolving the issue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Educate and train your support staff to handle angry customers with <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-complaints\/\"><span style=\"font-weight: 400;\">empathy and patience<\/span><\/a><span style=\"font-weight: 400;\"> so that every call gets resolved in minimum time.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>5. Promise only what you can deliver<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s very normal for brands to make grand promises regarding their products and services. And, this condition applies to industry giants like Amazon as well, for example, the <\/span><a href=\"https:\/\/techcrunch.com\/2018\/07\/16\/prime-down-amazons-sale-day-turns-into-fail-day\/\"><span style=\"font-weight: 400;\">Amazon Prime Day Fail<\/span><\/a><span style=\"font-weight: 400;\"> and the <\/span><a href=\"https:\/\/www.fullsurge.com\/blog\/broken-promises-when-brands-dont-live-up-to-what-they-promised-to-deliver\"><span style=\"font-weight: 400;\">United Airlines Fiasco<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While brands like Amazon can survive such disasters, not every brand has the same resilience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, never make false promises or commit a level of quality that your products cannot deliver. One thing that turns off your customers the most is unmet expectations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, none of your customers will be happy if they bought a car scratch remover claiming to make your car shine like a star but ends up failing terribly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apart from generating hundreds of complaints, you\u2019ll generate a wave of negative publicity that can harm your brand\u2019s reputation.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49856\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/Proprof3.jpg\" alt=\"\" width=\"626\" height=\"417\" \/><\/p>\n<p style=\"text-align: center;\"><em>(Image Source: <a href=\"https:\/\/www.freepik.com\/free-vector\/email-marketing-internet-chatting-24-hours-support_12084798.htm%23page%3D1%26query%3Donline%2520customer%2520support%26position%3D45%26from_view%3Dsearch&amp;sa=D&amp;source=docs&amp;ust=1635752496797000&amp;usg=AOvVaw2PexCt1d9i83oFXX1n-qQH\">Freepik.com<\/a>)<\/em><\/p>\n<h3 class=\"heading h3\"><b>6. Deliver omnichannel support<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Modern customers are digitally empowered and use multiple channels to seek support. SMS, calls, emails, chat, remote troubleshooting, social media, and self-service <\/span><span style=\"font-weight: 400;\">\u2014<\/span><span style=\"font-weight: 400;\"> the list is quite long.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In order to reduce customer complaints, it is important to offer omnichannel support. Your ability to resolve customer queries everywhere means you\u2019ll have fewer calls or email-based queries to resolve.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, using automation for customer queries can also significantly lower the number of tickets.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>7. Offer self-service<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Self-service modules allow your customers to resolve basic and less complex issues themselves. They don\u2019t have to wait for your staff to get in touch and present a solution.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many leading <\/span><a href=\"https:\/\/www.proprofsdesk.com\/customer-complaint-management-system\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">complaint management help desk tools<\/span><\/a><span style=\"font-weight: 400;\"> allow you to convert customer interactions and conversations into help articles. By sharing them with your customers and employees, you can achieve great results.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, your new agents can refer to them and learn how to solve complex queries, before opting for expert agent escalation. Likewise, your customers can directly look for answers and solve their problems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also allow your customers to share their results on the community portal to improve the quality of troubleshooting information available there.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>8. Optimize your channels\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s normal for businesses to have multiple online channels, such as websites, web apps, mobile apps, and social media profiles. However, merely having these channels is not enough.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In order to get the best value out of them, you have to ensure that they are optimized as per your customer preferences.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Otherwise, they can generate heaps of customer complaints regarding:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Usage &#8211; How to place an order using your web app?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Purchase &#8211; I cannot find my order history on your website.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Check-out &#8211; I have created a wishlist that is not visible now, what to do?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There can be countless other such queries.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Website and app optimization allows you to align every functionality as per the visitor preferences and general browsing behavior. Hence, optimization is one of the best ways to <\/span><span style=\"font-weight: 400;\">reduce customer service complaints.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49857\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/Proprof4.jpg\" alt=\"\" width=\"626\" height=\"356\" \/><\/p>\n<h3 class=\"heading h3\"><b>9. Gather customer feedback\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">No one can describe the sickness better than a patient. Likewise, no one can tell you the problems with your products and services better than your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, conduct surveys for a thorough pulse check of your customers and collect their valuable feedback.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Surveys and proactive feedback collection allow you to understand the <\/span><span style=\"font-weight: 400;\">customer pain points<\/span><span style=\"font-weight: 400;\">. You can learn what features, products, or services they like the most and the ones that need improvement. You can also gather feedback for market research regarding a new product or service policy change for taking more strategic business decisions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As you understand the troubles of your customers and fix them, you will have fewer complaints to resolve.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>10. Improve the internal support operations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A flawless and highly efficient support system kick-starts the transformation of your customer services.\u00a0<\/span><\/p>\n<p><b>You can solve more queries in lesser time by:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creating canned responses for repetitive queries<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Presenting accurate solutions in the first interaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Delivering self-service modules<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Using chatbots and <\/span><a href=\"https:\/\/www.ringcentral.com\/live-chat.html\"><span style=\"font-weight: 400;\">live chats<\/span><\/a><span style=\"font-weight: 400;\"> for solving complex queries in one go<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">However, creating such a reliable and efficient support system requires a perfect mix of human staff, training, and advanced automation. Using AI and ML-powered chatbots cuts down the support staff&#8217;s burdens and allows them to focus on more complex issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, you can use data-driven actionable reports to monitor your team\u2019s performance and productivity and learn more about your customers.<\/span><\/p>\n<h2 class=\"heading h2\"><b>Reduce Customer Service Complaints to Get Happier Customers<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">When it comes to customer success, there are no shortcuts. You have to use different tactics and create a balance between human talent and technology to reduce the number of customer complaints.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, never get scared of your customer complaints. Consider them as important lessons that show you the way to make your products and services better.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure you have the right tools, the right task force, and the right mindset to make your customers happy and satisfied.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep learning from mistakes and never stop making your brand better. Good luck! <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer complaints are a double-edged sword. On one hand, they can leave you embarrassed and demotivated. On the other hand, they can offer you rich insights into your customers&#8217; pain points and also allow you to align your brand offerings to customer expectations.\u00a0 However, complaints also bring a load of operational and process overheads, and &#8230;<\/p>\n","protected":false},"author":29,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-49853","post","type-post","status-publish","format-standard","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Reduce Customer Complaints? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Customer complaints are a double-edged sword. On one hand, they can leave you embarrassed and demotivated. 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