Industry Expertise and
Tailored Software to
Master Your Challenges
Transform Your Complaints Management Process
Our dedicated Aptean Respond team has been supporting complaints and dispute management in the financial services industry for over 25 years.
This means we understand the challenges businesses like yours face on a daily basis. Informed by a deep understanding of the customer complaint journey, the needs of complaints handlers and teams and the evolving regulatory landscape, we continuously refine our Respond solution—helping you enhance your complaints management process.
With Respond you’ll have everything you need to manage complaints efficiently and professionally, increasing the consistency, speed and quality of resolutions while achieving the best possible outcomes for both you and your customers. But Respond does more than just streamline your complaints management processes—its in-depth reporting and analysis tools help you see the bigger picture of your customer experience.
So, you can attain actionable insights to improve your products and services and ultimately grow your business.
What Can You Achieve with Aptean Respond?
With features and tools to support every role in your customer experience team—from front-line agents and case managers to team leaders and executives—Aptean Respond is ready to bring you measurable benefits from day one.
Capture complaints across all channels—from email to social media
Track complaints from capture to resolution
Handle large volumes of complex complaints easily
Automate workflows and escalation paths to drive efficiency
Identify underlying issues with in-depth root cause analysis
Access key metrics effortlessly with comprehensive dashboards
Configure the system to support your organisational requirements
Achieve a single source of truth for all team members
Benefit from real-time quality assurance tools
Find out more about our complaints management system, Aptean Respond
Other capabilities of our
complaint management
software that you’ll love
Customer Experience
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Customer Experience
The challenge
In this industry, customer loyalty is more important than ever, so your service must stand out from the crowd. But, balancing this with efficiency and compliance is tough.
The solution
Our solution can help you take your customer experience to the next level—providing consistent, loyalty-inspiring service that sets you apart without operational sacrifices.
See more on customer experienceRegulatory Compliance
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Regulatory Compliance
The challenge
With regulations changing regularly it can be challenging to ensure you are compliant and following best practices consistently throughout your organisation.
The solution
We stay up to date on new regulations from authorities around the world—ensuring this expertise is built into Aptean Respond—so, you can be confident in your compliance.
See more on regulatory complianceConsumer Vulnerability Detection
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Consumer Vulnerability Detection
The challenge
With growing regulatory focus, detecting vulnerability is critical. But it can be tough—particularly in contact centres, where staff turnover and inexperience are common.
The solution
To help you master this challenge we designed our first-of-its-kind built-in text analytics tool—empowering your staff to identify and support vulnerable customers.
See more on consumer vulnerability detectionAptean Insights
Start transforming your complaints management
If you’re ready to take your financial services business to the next level, we’d love to help.
