The internet, social media, and the ability to access information almost instantly have empowered and educated the customer more than ever before.

Customers tend to be more loyal when they have a positive experience with your business. When your customers complain or have a bad experience, how do you handle it? You should remember that customer complaint don’t always mean a bad outcome for your company. Customer complaints help you identify problems before they become widespread.

A company that analyzes customer complaints can take action, address the issue quickly, and in the long run, provide its customers with exceptional service. It is always important to keep in mind that not all complaints should be handled the same when analyzing customer service problems.

Here are 5 ways to take advantage of customer complaints.

1. We can learn from mistakes

It is difficult to forget customer complaints overnight. The problem never fully goes away. Complaints from customers are a good thing for your business because they give you an opportunity to learn from mistakes and motivate you to prevent similar problems in the future. During this stage of your company’s lifecycle, these problems can be expensive, but they can also prepare you for more challenging situations.

2. You can identify improvements through complaints

You become more vigilant and aware of errors as a result of receiving negative feedback from customers. It can also spur innovation. You can improve your products, services, or company as a result of customer complaints. Are there ways to improve your loyalty program? Can your customer service representatives better understand your customers’ needs?

Complaints from customers provide this benefit. Businesses are accustomed to trust that everything will work as planned due to their satisfaction with what they offer. It is far from the truth.

A lot can be learned from customer complaints. If management receives negative feedback, it may rethink its business plans. 

Customers who are dissatisfied help companies identify their weaknesses in order to improve and remain competitive.

You may find this guide useful if you want to make the most of customer complaints. 

3. Improved customer relationships

The client should be able to get in touch with you. Having a discussion with your clients about their complaints helps you better understand their psychology, needs, and expectations. Happier customers cannot provide such insight.

You can grow and improve your company every day if you know what your customers want and think about it.

4. Improved communication

Over the last few years, how many times have your agents discovered outdated tutorials on your website as a result of a customer’s “heads up”? In the last year, how many times has the support team removed a technical error from a knowledge base because the customer was unable to resolve it by following instructions? Your support teams remove outdated or irrelevant information from knowledge bases when dealing with customer complaints. 

5. Customers who are dissatisfied can become brand ambassadors

As a result, customer complaints can really benefit your business. When a customer complains about your company to your service agent or shares their bad experiences with you on social media, you have a great opportunity to change their mind.

The majority of unhappy customers will simply churn, so don’t take social media negative comments seriously. Most unhappy customers will not complain directly to you. A customer is more likely to take a chance on you if they are willing to leave a comment or review.

If this happens, you should be proactive about bringing back unhappy customers and turning them into brand ambassadors. Explain what went wrong and apologize. Give them a chance to explain. Communicate all pertinent information using active listening skills. Ensure the customer accepts your solution. Customers generally want nothing more than that.

Upon having a better experience, your customer should be politely requested to share it with other customers. Don’t tell everyone all at once. Ensure that your solution is satisfactory to the client after a few days. Whenever this happens, let them know how your company turned a negative experience into one that was beneficial.

By using tools and solutions, you can better serve your customers. 

The use of software such as LiveAgent can help reduce customer complaints dramatically, while turning them into opportunities for business growth. 

This customer support management software is the best choice for next-level support due to the many features it offers: help desk, live chat, call center, knowledge base, and social media integration. Using our all-in-one communication platform, no communication from a client goes unnoticed.

As a result, your clients will receive better service and you will be able to differentiate yourself from your competition.