Complaint Management System

Customer complaints help businesses to improve and develop. They serve as an important source of information about the weak points of your company. Bitrix24 will help you manage complaints and turn them into leads.

The Advantages of Bitrix24


Compatible with nearly any communication channel:
  1. Live chat on your website
  2. Web forms
  3. Messengers
  4. Email
  5. Social networks
Customers will be able to select between a classic helpdesk with ticketing and a live support widget.
As soon as you receive a complaint, it will be saved into Bitrix24 CRM. If this client has never interacted with your organization before, the system will automatically create a new lead for them.

You will be able to track the history of interactions between your employees and your clients as well as monitor the progress of each complaint. Set access rights so that not everyone will be able to reach this information.

The larger the business, the more complaints you need to process. The quicker you do it, the happier your clients. This is why Bitrix24 offers flexible routing options.

In particular, you can carry out the following operations in this complaint management system:
  1. Set greetings and canned replies
  2. Create a separate queue for each communication channel
  3. Set conversation transfers between managers
  4. Establish wait time rules
  5. Add voicemail to your contact center
  6. Add IVR
  7. Rent phone numbers, including toll-free ones
  8. Adjust queuing and routing options with team inboxes two-way synchronization
  9. Modify your queueing and routing options
This complaint management software is famous for its top-notch client interaction. It contains advanced client engagement tools, which allows you to get a real-time evaluation of customer interaction.

Your business needs a complaint management system not only to handle the consumers' immediate queries.
This piece of software will contribute to your predictive analytics too.

Increase the performance of your team, boost sales and maximize revenues. To evaluate the efficiency of each of your employees, you can use diverse reports. They will include activity on the following aspects:
  • Date
  • Channel of communications
  • Average response time
  • Customer satisfaction rate

Bitrix24 allows you to use supervisor ratings. This tool motivates your staffers to perform better and increase their professionalism.

Typically, businesses receive clients' complaints through their own websites. Yet it might be the case that your company lacks a site. Today, this situation is not so common, but Bitrix24 can fix it easily.

Effortlessly create a site for your complaint management system. It is enough to have a nice and simple landing to receive quality feedback from your audience.
To build the site, you will not need to learn to write code. The system will offer you a set of universal templates that have proved their efficiency. The complaint management system enables you to add a web form or live chat to the site.
Plus, there will be bot support, which is considered an industry standard today. You will be able to customize queueing and routing options and open other channels to communicate with your audience.

Your clients need to feel that you care about them and value their opinion. They will establish an emotional connection with your brand and will be more likely to use your services once again.
Improve your products based on the feedback that you receive from them. Clients be impressed by how polite and competent your staff is. Consider it as a meaningful part of your reputation management.

With Bitrix24, you will get a full-featured support center at no cost. The basic functionality of this complaint management system is available for free.
If needed, you can upgrade to premium at a sensible price. As you see, the functionality of this product is vast and versatile. 

Register today and join 9+ million companies who already taking advantage of Bitrix24. 

* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.

P.S. If you share this page in Facebook or Twitter with hashtag #bitrix24, you'll automatically get a chance to win a 12-month subscription for Bitrix24 Professional ($2400/yr value)

Basic Features

  • Unlimited Users
  • Cloud or self-hosted
  • Intranet and extranet
  • Full time, part-time, freelancers
  • HRIS and HRMS included
  • Absence management
  • Mobile, source code access, API

Unlimited Contact Center

  • Free unlimited client base
  • Leads, Contacts, Companies, Deals
  • Quoting and invoicing
  • Websites templates
  • CRM forms
  • Live chat 24/7
  • Multichannel communications

Collaboration and Communication

  • Knowledge management
  • Company structure
  • HR tools
  • Project and workgroups
  • Document sharing and processing
  • Configurable access permissions (creation, editing, viewing, publishing)
  • Clocking in/out, time management
  • Unlimited free task management
  • Workload management
  • Calendars and scheduling
  • Learn more



For more information about Bitrix24, head over to our training courses. We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools. To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.

9,000,000+ organizations have chosen Bitrix24