What are Customer Complaints? Why are They Important for Business?

Importance of Customer Clients

What are customer complaints?

importance of customer complaints

Benefits of customer complaints

  • Complaints highlight key areas where your products or services need improvement.
  • Customer complaints open opportunities for your team to have honest discussions with your customers. These conversations can help customers feel like the vital components to your success.
  • Customer complaints provide valuable insights into how trained your front line support is and how to improve them. They can be used as training models for new team members.

Importance of customer complaints to your business?

1. Complaints are a reality check for your business

  • Help to identify the loopholes of service delivery.
  • Gain insights about customers’ perception for your brand.
  • Learn about the most desirable features and how you can build better products.

2. Understand customers better

  • Gain insights on who they are, what are their interests, what they think about you that can help you to structure your approach meeting their expectations.
  • Learn their psychology and use it to improve your products and services.
  • The easier you make things for your customers, the more likely they are to retain your brand over others.

3 Get first-hand feedback about your products and services

  • Points out important aspects that need improvement — It is vital to understand what suits better to your customers. Feedbacks help you to know if your product is close to what they desire. When you show that you are listening to them, brand credibility improves.
  • Customers complaints can be used to sell products — Unhappy customers who provide feedback should be seen as a chance. When they contact you and share the bad experience, expecting you to do something about it, give priority to the feedback.
  • Listening to customers makes them feel valued — A good way to show your customers that they are important is by asking for their opinion and acting accordingly. When the customers feel listened to, they start having positive connotations with your brand and share their good experiences with you.
  • Genuine feedback generates recommendations Forbes study revealed that personal recommendations are the top motivation for purchase decisions. It generally comes from friends or family and can be even more convincing.

4. Manage your online reputation

  • Respond to online reviews and customer complaints as quickly as possible.
  • Maintain a polite tone while conversing with the customers.
  • Never take the reviews personally while dealing with them.
  • Apologize. A sincere apology can diffuse the situation and may gain a loyal customer.
  • Gain insights to understand your brands’ performance and your target audience better.
impact of customer complaints on business
  • You should monitor your brand mentions regularly to understand what customers are talking about you.
  • Be prompt in addressing the negative reviews so that it does not connect to the bad word of mouth.
  • If a customer was really angry for a genuine reason, once you fix it, you can incentivize them to compensate.

5. Improve your customer support

  • Live chat — You can implement live chat to deliver instant assistance to customers’ complaints related to sales or support and improve satisfaction. Make sure your agents are well trained on how to deal with angry customers and to diffuse situations.
  • Real time engagement tools — Tools like co-browsing and video chat help to connect with customers in real time to identify customer problems faster and deliver effective solutions.
  • Chatbot — You can automate your sales and support with chatbots to engage customers 24×7. Responding to customers’ issues instantly delivers a better experience.

6. Enhance customer communication

  • Listen to your customers — Listen to what your customers are complaining about. You have to identify the reason why they are complaining. Customers expect faster responses and listening helps to understand them and answer them quickly.
  • Find an effective solution — Empower your customer support team to respond to customer complaints by avoiding them from transferring them to senior managers.
  • Follow up with the customers — After offering solutions you can follow up with your customers to make sure they are happy with the resolution or not. Following up shows that you care for your customers.
  • Meet and exceed customer expectations — Never miss out on a chance to meet or exceed your customer expectations. You can send a thank you or provide early access to new features.
  • Apologize your customers — You can calm down a frowning customer with a sincere apology. Always say sorry for your mistake if delayed to acknowledge or resolve the customer complaint.

7. Build customer loyalty

  • Acknowledge the issue and let your customers know that you are looking into the matter.
  • Provide an estimated timeline and follow up action.
  • If the customer is happy in the end, you can ask them to share his positive feedback.

Customer complaints are important



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