Optimise Processes With a Complaints Management System

Efficient customer outcomes and case resolutions are essential to maintain customer satisfaction and retention. Aptean Respond offers everything you need to streamline your case management processes from industry-specific templates, customisable workflows, quick-to-read dashboards, as well as a wealth of tools to aid you in reaching a fair resolution quickly.

Tap into the gold that is your data to discover hidden insights. Our customisable dashboards offer dynamic charts, tables and trackers that provide at-a-glance visibility into the information that matters most—from case pipelines and outstanding tasks to performance metrics and root cause identification. Aptean Respond will proactively and in real-time analyse trends from past cases to help guide you throughout your customer journey, providing you the answers you need at your fingertips.

Have confidence that you are responding to your customers consistently, fairly and to regulation. With our industry-specific templates, real-time case analysis tools, model cases and smart suggestions you will be able to ensure that your responses are consistent with your company policies and are compliant to your industry standards.

With our highly configurable complaints management system, you can easily modify workflows or build your own case processes that employ specific rules, templates and automation preferences. No knowledge of databases, programming languages or scripting needed. Training packages are also available to empower your team to get the most out of Respond.

Communicate with your customers the way they want. Whether it’s through social media such as Twitter or Facebook, self-serve through an online contact form, SMS messages or directly through email. Our case agent and case manager features will provide you the tools you need to effectively engage your customers, no matter how they reach you.

The first solution of its kind, Consumer Vulnerability Detection is a built-in text analytics solution that scans inbound customer communications for signs of potential vulnerability which might otherwise be missed during the case handling process. Vulnerability markers are flagged for frontline staff and case handlers, alerting them to take a closer look and assess whether a different approach is needed to provide the customer with the proper support.

Addressing your customers’ concerns quickly, accurately, and fairly is critical in maintaining your customer satisfaction. By leveraging data from past cases, Aptean Respond’s case lookout can proactively present model cases to your customer experience team and provide real-time smart suggestions that will help guide you to a more consistent, more accurate and timelier customer outcome.

With Respond, you can design your perfect customer feedback process and define the way your agents and case managers handle customer interactions. Respond Configuration Manager puts you in control with a simple, wizard-driven interface that guides you through all of the software's configurable features. From defining escalation paths to building the workflow required to close out a case or capture a compliment, you can do it all—no expensive consultants or integrators needed.

Customer feedback is critical for measuring the success of your customer service operation and improving in your case management process. Respond survey embeds a customer feedback solution within your complaints management process, enabling you to create engaging, context-sensitive customer surveys. Quality accelerator provides risk-based, real-time quality assurance and retrospective quality control. It allows you to monitor your team’s case handling practices and identify areas for improvement.

Aptean Respond provides the flexibility for you to use your data the way you want to. With business intelligence (BI) direct you can export your data in a standard online analytical processing (OLAP) format, allowing you to leverage the reporting tools of your choice to slice and dice the information. With XSync, you will be able to synchronise your Microsoft Excel workbook with Aptean Respond in real-time. Allowing your team to quickly conceptualise data visualisations from within a tool they already know.

Support operations in multiple regions and staff with various language needs with Respond language packs. French, German, Italian, Spanish and Polish language packs can be easily applied to your Respond system. When a language pack is applied, the core Respond product is translated into the selected language.