Civica Complaints Management vs CustomerSure

Civica Complaints Management is a cloud platform for capturing, managing, responding to and reporting on customer feedback and complaints across an organisation. Feedback can arrive through web, phone, email and social media. Low-code and no-code workflow tools let organisations configure processes and update them as needs change; correspondence tools automate case handling to reduce repetitive work. Reporting includes automated and custom reports, plus real-time keyword alerts intended to help identify problem areas. Integrations span client and back-office systems, social media, email, telephony, mobile apps, content and document management, postal delivery, staff directories, single sign-on and calendaring tools. REST APIs support case updates and queries, while an email API can scan messages sent to a chosen mailbox. A self-service portal can let stakeholders register and manage casework online. The responsive, browser-based interface works across devices. The datasheet describes single-tenant database schemas, data segregation, advanced controls and cloud-region deployment options. It also lists ISO 9001 and ISO 27001 accreditation and redactable audit trails for each case. Pricing is available by enquiry.

CustomerSure is a Voice of Customer platform for organisations collecting feedback and turning responses into tracked action. It supports branded surveys for NPS, CSAT, CES and custom metrics, delivered by email or SMS. Analytics follow performance and surface satisfaction drivers, themes and topics. AI features analyze feedback text for sentiment and risks, classify themes, and generate summaries and recommendations. Teams can create real-time alerts, assign responses and monitor them through resolution. The platform names Salesforce, Zendesk and Power BI among its integrations, and provides a REST API for feedback data and automated requests. Reports can be exported for regulatory use, with audit trails logged automatically. CustomerSure says it is GDPR-compliant and UK-hosted, uses access controls and encryption, and is aligned with FCA, Ofwat, Ofgem, TSM and CQC standards. Each licence includes ongoing support, guidance and expert help. CX Starter costs £1,999 per month. SMS is billed separately by volume, and prices exclude VAT where applicable. A risk-free pilot usually lasts around one month and focuses on one area of a business.