tracking complaints

Tracking Customer Service and Complaints

Most businesses know that good customer service is a huge part of keeping their company at the forefront of people’s minds. When someone receives bad customer service, it often leads to them searching for an alternate provider that can provide the same service or product. Studies have shown that 59 percent of customers would try a different business if there are clear indications that they’d received better service. By tracking complaints and customer service, you can stay on top of the problems that occur and bring attention to them quickly.

Good customer service can be summed up in one word: trust. Having a disjointed, complicated customer service experience can lead to distrust from customers, inefficient staff, and a poor view of your company. But with some simple, inexpensive tools you can create an experience that will have your customers feeling appreciated, heard, and willing to recommend your business to others. 

So, how do you track your customer service? What about complaints? Why is it important to make sure your business takes customer service seriously? Let’s dive in and find out!

Why Tracking Customer Service is Important

It’s easy for businesses to overcomplicate customer service. Yet what consumers are looking for can be both reasonable and simple to implement in your business. Like we mentioned above, investing in good customer service management can not only help bring customers back to your business, but they are also more likely to recommend you to their friends and family. 

In today’s pandemic-driven world, building trust with your customers is vital to growing your business. So much of our interaction takes place online. From being able to order basically anything our heart desires to school and work, it’s all being done over the internet. In some cases, you may never even hear from a customer unless they have an issue with your business. Implementing a system to track these complaints is vital as not being on top of complaints can be costly to your reputation and, therefore, your bottom line.  

Here are three different customer service management systems you can look at to help:


There’s no shortage of companies that can help you when it comes to customer service management solutions. Some, like Hubspot, offer free services that allow you to purchase additional resources as your business grows. 

Hubspot offers several ways to stay connected with your customers, including email templates, a live chat feature for your website, and calling. Having multiple avenues to reach customers who need assistance helps you reach your customers in the way that’s most convenient for them. Preferences include email, chat, SMS, and, of course, phone. 


If you’re a larger business, customer service management can seem like a daunting task. Where do certain complaints go? Who should handle phone calls? What about emails? The list goes on and on. A huge dissatisfaction for customers is having to be filtered through several different people or channels before receiving an answer or solution to their problem. They may end up giving up and going to a different company altogether. 

Zendesk offers a unique AI that can automate customer service tickets to the right agents, creating a more efficient and responsive customer service experience. This can help increase your customer satisfaction rate while creating less work for your team.


If you’re a small business and email is the most common way you communicate with your customers, Hiver might be a great fit. This management solution allows businesses to provide customer service right from their Gmail account. 

Managers can delegate certain emails to different team members, and the status of those emails is visible to everyone. Since it’s directly incorporated into Gmail, there really isn’t any learning curve on how to operate the system. This can help team members collaborate easily and increase productivity. 

However small or large your business is, tracking complaints and customer service should be a top priority. Offering excellent products and services won’t matter if a customer doesn’t feel valued or heard when they have an issue. Staying connected and being timely with the consumer can protect the business you worked so hard to grow.  

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Customer Service Institute of America