Keep Calm and Automate

October 12, 2020

Aptean Respond

Customer expectations are rapidly rising across industries, and none more so than in the world of complaints management. According to research by consulting firm Huntswood, 76% of customers expect their complaint to be resolved immediately. In reality, just 20% of customers experience this swift service. Customer expectations are even higher in times of crisis, due to emotional drivers and uncertainty, making efficient first-point-of-contact resolution more difficult.

In Keep Calm and Automate, published on Global Banking and Finance Review, Aptean Product Manager Sandeep Kang discusses the value of good customer experience in times of crisis and the critical role automation plays in first-point-of-contact resolution.