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Why Customer Experience Management Is Critical in Financial Services Complaint Handling
With expectations continuing to rise across all industries, customer experience, or CX, is not optional for any business. But, for financial services companies, where trust and transparency are key to your success, it’s even more imperative.
Clearly, CX management is important throughout your organisation. However, few single touchpoints can impact overall customer experience as significantly as your complaints process.
In this situation, it’s all on you to make the outcome as positive as possible by resolving customer disputes effectively, professionally and quickly. Of course, that’s often a tall order as you try to juggle high volumes, comply with regulatory requirements and maintain operational efficiency.
Enter Aptean’s complaints management system. With our solution in your arsenal, you'll be ready to manage this complexity while improving CX.
How Our Complaints Management System Transforms CX In Your Dispute Handling
With a powerful toolset designed to optimise your end-to-end complaints process, our complaints management system helps you:
Get a complete view of the customer – empowering staff to deliver personalised and detailed responses by providing all the important information at a glance.
Ensure consistency – by providing customisable workflows and templates to streamline processes, even in busy contact centres with high turnover.
Create a cycle of continuous improvement – with reporting to spot trends, identify root causes and capture actionable insight easily.
Identify and support vulnerable customers – with a first-of-its-kind text analytics tool.
All of this helps you transform CX management in your complaints process—in turn, nurturing strong customer relationships and driving loyalty.
Complaint Management Solution
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