The new product, eCustomerRescue, alerts an organisation if someone posts negative feedback online about it.
The poster can be presented with a survey or engaged in online forums to explain the issue and can choose whether or not they would like the named company to contact them for a resolution.
The system can also be built into an end-to-end workflow tool so companies can monitor how a customer is handled following a complaint. eDigitalResearch said it is currently trialling the software with some major brands to favourable results.
Derek Eccleston, head of research at eDigitalResearch, said: "It is frequently quoted that unhappy customers tell up to eight other people about their bad experiences, whereas happy customers will only tell on average five.
"Therefore, responding to and retaining customers is far more profitable than gaining new ones, and given the economic climate, it has never been more important."