Here on the Charter UK blog, we talk about all aspects of complaint management and the wider customer experience. In recent months we have discussed everything from the importance of showing your customers that their comments and feedback are valued through to how crucial it is to not disregard your satisfied customers over those who are complaining.
The aim of all the content we publish is to help you understand the importance of delivering a customer experience that focuses on customer feedback and how you should be effectively managing complaints and growing from the comments that your customers provide you with.
What we would like to do today is strip all of the information back and tell you exactly why you need to be utilising customer feedback software, rather than internally created systems (which often provide only basic functionality) to truly understand what your customers are telling you.
1. Gives you an enterprise view of your business
Our customer feedback software is Charter Continuum. Utilised by a range of global brands, from Lloyds Banking Group right through to the McDonald’s fast-food chain, one of the most notable benefits of our software is the fact that it can be integrated within your organisation to suit existing business systems.
From implementing the software into an individual department through to a full company-wide integration, Charter Continuum’s core applications have been purposely designed to support multi-channel data capture and development. As this is apparent, implementation of our customer feedback software is very often seamless, meaning changes for your staff can be subtle, but the benefits for your senior executives and organisation as a whole are tremendous.
2. Offers in-depth root cause analysis
In its most basic form, complaint management has two key aspects – data recording and analysis of said data. Two separate aspects, they are both crucial to effectively managing complaints, yet without the right software, you can struggle to carry out any effective type of analysis.
And if this proves to be the case, you have nothing other than a large quantity of data that you are unable to produce management information from so to develop and move forward in the most informed way.
With Charter Continuum, the reporting feature has been designed to offer the utmost in functionality, giving you the ability to carry out everything from custom querying to regular report scheduling, so you are able to take out as much information as you possibly can from the data inputted.
Placed into the hands of a data analyst, the information allows you to understand, for example. where certain parts of your business processes are failing, which are resulting in regular complaints. With such valuable information, you can essentially shape the development prospects of your organisation, understanding what it is that needs to be changed, how you need to change it and what the final outcome is very likely to be.
3. Helps to turn complaining customers into brand advocates
Charter Continuum is not setup to be purely a data management and reporting tool. It was built further to extensive research and provides a platform that can enhance your complaint management procedures considerably.
Of benefit in a variety of ways, such as by increasing the efficiency of your customer service teams as they are able to gather the required information from a complaining customer in the quickest way possible, by having a more efficient complaint management process in place, you are able to better satisfy customers.
One of the most common misconceptions about complaint management is that once a customer has complained, they can no longer have a positive impact on your organisation. However, if their complaint is dealt with in the most effective way possible, there is little reason why satisfaction levels cannot remain high and the customer cannot be turned back into a brand advocate.
Charter Continuum is our customer feedback software. Used by clients all around the world, it has proven to be a fantastic success when it comes managing complaints effectively, giving you a better understanding of exactly what it is your customers are telling you.
To find out more information, contact us today.