Raising the Bar on Customer Satisfaction
Aptean Respond provides a full suite of user-friendly features to help you optimize your case management process and transform customer satisfaction. The newest version of Respond delivers new homepage widgets, a refreshed user interface, a brand new Survey module, and more. Learn more about what's new in Respond 8.0!
Respond Case Agent is the primary interface that front-line workers use to enter customer cases. Its process-driven workflow guides users through any form of feedback–complaints, suggestions, inquiries, and compliments–enabling them to deliver appropriate, consistent, and timely responses. Built-in escalation paths automatically move cases up the chain when necessary.
Respond Case Manager is a configurable interface that displays all of the information case managers and handlers need to do their job, including links to recent cases, frequently run searches and reports, and even external data sources. Notes, phone calls, emails, social media interactions, and reminders are all supported by the platform and captured in the case history, streamlining the case entry process. Case Manager also provides the option to create templates for letters and emails, further increasing system-wide consistency and staff productivity.
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.
Consumer Vulnerability Detection
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.
With Respond Simple Self-Serve, you can build online contact forms that channel customer feedback directly into your complaint management system. When a customer submits feedback through a Simple Self-Serve form, a case is automatically created in Respond for the appropriate team(s) to pick up and manage – so there's no need to re-key information or determine who the case should get sent to. Simple Self-Serve is hosted in the Aptean Cloud and designed for quick, easy set-up and management.
Respond SaaS is a distinct Respond package that offers all of the product's core components in a SaaS (Software as a Service) deployment model. Its unique, multi-residency approach leverages the scale of cloud infrastructure while keeping all of your private data secure and separated from that of other customers. Powered by Amazon Web Services (AWS), Respond SaaS provides rapid computing power and storage expansion as customers need it. This model also offers lower start-up costs, a pay-as-you-go subscription model, and lower capital investment.
Dashboards, Reporting, and Searching
Respond offers a variety of tools for extracting insights on customer satisfaction and case metrics. Easily search case data and export reports and charts, or leverage Respond's built-in dashboards for at-a-glance access to key metrics.
Respond Survey embeds a customer feedback solution within your case management platform, enabling you to create engaging, context-sensitive customer surveys and incorporate them into your case management workflow. Since each survey is linked to a Respond case, survey results can be examined within the context of the case, helping to reveal what is driving the feedback and enabling direct follow-up. Interactive, role-specific dashboards make it easy to examine results for specific time periods, case handlers, or survey questions, and pinpoint areas for improvement.
Respond Social allows social and formal case management to happen under one roof. It gives Respond users access to Twitter and Facebook channels, enabling them to monitor accounts, keywords, and hashtags, respond directly to posts and messages, and post proactively – all without leaving Respond. Social also performs real-time sentiment analysis on inbound social media posts, flagging negative feedback so it can be dealt with first.
Quality Accelerator provides risk-based, real-time quality assurance and retrospective quality control. It allows managers to monitor their team’s case handling, identify poor practice and, if needed, intervene. Managers can provide individual feedback to workers, identify common mistakes, and kick-start training improvements. They can also highlight high performers and direct rewards and retention efforts to the strongest team members.
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.
XSync streamlines reporting workflow by allowing users to continually synchronize data in a Microsoft Excel workbook with the latest information from Respond. Users can instantly refresh Respond data from within Excel, and quickly conceptualize data visualizations from within a tool they already know. Because XSync detects the security settings in Respond, it will only pull data that the user is authorized to view.
Business Intelligence Direct
Business Intelligence (BI) Direct provides an easier, more flexible approach to gathering, analyzing and reporting on insights from Respond. BI Direct outputs Respond data in a standard online analytical processing (OLAP) reporting format, allowing you to leverage the reporting tools of your choice to slice and dice the information. The OLAP database is hosted in the Aptean cloud, giving you easy access and eliminating the need to host your own database server. Respond SaaS required.