Aptean Respond

Respond is a complaints and case management software solution which is easily tailored to your unique processes. It is suited to organisations of all sizes with a need for an efficient and proven method to run their customer feedback operations.

IAptean Respond

WHY IT'S DIFFERENT

Many organisations are experiencing challenging market conditions including increased competition, commoditisation and the need for innovative differentiation; the expanding gap between customers’ expectations and actual experience; and growing compliance and legislative demands. 

With the customer at the heart of the business, feedback and complaints play a vital role in reducing the gap between an organisations strategy and the actual customer experience. As a opposed to forcing a CRM solution to do something it cannot, Respond offers a deep feature set to collect and assess feedback for your enterprise. With Respond, feedback can act as a business barometer by exposing early warning signs of inherent problems and providing the insight to drive essential product, service and process improvements throughout the enterprise. 

WHY YOU NEED IT

With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability, including:

  • Closing the loop on customer feedback: Automate your end-to-end complaint and feedback management program to efficiently capture, process and resolve, as well as report on and analyse every piece of customer feedback, whether negative or positive, from all channels.
  • Go from anecdotal to analytical: Consistently aggregate, analyse and act on customer feedback, moving toward a more proactive customer experience management program.
  • Get to root causes: Understand why a customer had a positive or negative experience, so they can identify and correct the root cause before the same problem affects another customer.
  • Spot trends early: Analyse customer experiences to identify and act on hidden trends to improve customer experiences.
  • Deliver regulatory compliance: Meet regulatory requirements for complaint and feedback management.

WHAT YOU GET

Respond offers a comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as an organisation. From the home page, Respond users can quickly and easily:

  • Open existing cases
  • Run searches
  • Log new cases
  • Manage workloads and resources
  • Access diaries
  • Run reports and generate charts

FUNCTIONALITY THAT PERFORMS

Respond is your comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as a company. With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability.

  • RESPOND CASE AGENT - Provide a simple workflow-based interface for your front line case agents, allowing logging and viewing customer feedback at the point of interaction. Learn more
  • RESPOND CASE MANAGER - Enable the management of all feedback through to resolution in a structured and timely manner, allowing quick and easy real-time reporting of your customers’ experiences. Learn more
  • RESPOND CONFIGURATION MANAGER - Give business managers a wizard-driven interface, allowing modification of process flows in the feedback management system, or build your own process to suit your organisation. Learn more