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Integrating UsefulFeedback with Microsoft Dynamics

Many organisations have adopted Microsoft CRM as their enterprise CRM solution. We have recently published a document that illustrates a working example of how our UsefulFeedback product can be rapidly integrated with Microsoft CRM. This approach allows those organisations that want to use their Microsoft CRM system for managing customer, account and sales details to…

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Complaint Management Forum 2014

Come and join us at the Complaint Management Forum 2014. We are delighted to announce that Useful Feedback will be a sponsor at the 2014 Complaints Management Forum. With expert insight from industry leaders, including key updates from the FOS and FCA, this conference will equip your firm with everything you need to ensure that…

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Why complaints should be viewed as useful feedback for your organisation!

Your customers are becoming increasingly well informed about their rights – especially their right to complain when things go wrong. But the impact of satisfying the complaining customer can be incredibly positive for organisations. A 2012 study of consumer attitudes towards retail customer service highlighted the positive impact that complaint handling has on customer loyalty….

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7 things to remember when designing a complaint management strategy

Your customers don’t like to complain. Well, they don’t like to complain using formal, bureaucratic procedures and receive officious responses full of technical jargon, acronyms and legalistic words (full and final settlement, ex-gratia, without prejudice…). However, if they trust you, they will happily share a problem with you and give you the opportunity to put…

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UsefulFeedback! version 7.8.1 released

UsefulFeedback v7.8.1 has been released and includes several enhancements and fixes. Major enhancements include: New Touch-enabled interface – caseworkers can now access their work using a tablet or smartphone! New interactive, visual timeline feature – allowing a user to view a graphical timeline of case events that have both already taken place and are due…

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UsefulFeedback! version 7.7 – what’s new?

UsefulFeedback v7.7 has been released and includes several enhancements and fixes. A major enhancement is a new report type: the data grid. This allows interactive ‘pivot table’ style grids to be produced that can be dynamically grouped and ordered by end users. These grids also support drill-down – allowing the end user, with appropriate permissions,…

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Fair and reasonable: the foundation of positive complaint handling

I recently had the pleasure of visting the Financial Ombudsman Service’s offices in London and meeting with the head of outreach, Caroline Wells. We had a long chat about many of the great initiatives that FOS have been working on but our chat also got on to the important principle that Ombudsman follow when determining…

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Complaints management podcast

Michael Hill of complaintsrgreat.com was recently interviewed by Adrian Swinscoe of RARE Business Growth and Marketing as part of a new podcast series. You can listen to the interview here. The discussion focuses on managing customer complaints and why that is essential in creating a customer centric business in the modern world and covered issues…

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Top 10 complaint management tips

Customers are often delighted if a business simply delivers what has been promised. However, we all know that customers are also increasingly aware of their rights and ready to complain when they perceive that they have received a poor service or experienced a product fault. Customers are judging businesses based on their problem solving skills…

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Can we eliminate complaints?

I’ve recently read a couple of interesting articles on strategies to eliminate complaints using tactics such as root cause analysis and contact prevention (such as providing more self-help facilities to customers and identifying potential issues before they occur). However, is this really possible? Do we have the potential – in our constantly changing and evolving…

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