Raising the Bar on Customer Satisfaction
Aptean Respond provides a full suite of user-friendly features to help you optimise your case management process and transform customer satisfaction.
Case Agent (For Frontline Staff)
Respond Case Agent is the primary interface that frontline workers use to enter customer cases. Its step-by-step workflow guides users through any form of feedback–complaints, suggestions, enquiries, and compliments–enabling them to deliver appropriate, consistent, and timely responses. Built-in escalation paths automatically move cases up the chain when necessary.
Case Manager (For the Customer Services Team)
Respond Case Manager is a configurable interface that displays all of the information that case handlers and team leaders need to do their job, including case status overviews, links to recent cases, frequently run searches and reports, and even external data sources. Notes, phone calls, emails, social media interactions, and reminders associated with each case are gathered in a centralised location and captured in the case history, streamlining the case management 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.
Respond in the Cloud
Respond in the Cloud 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 in the Cloud 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 Excel-compatible reports and charts – or leverage built-in dashboards to display information immediately.
Social, Business & Emotional Intelligence
Respond Social gives complaint handlers access to your organisation’s Twitter and Facebook channels so they can respond to or escalate inbound feedback while monitoring specific accounts, keywords, and hashtags. All tweets, posts, and messages from company accounts appear in a Universal Inbox, providing a real-time, multi-channel view. Users can respond directly from inside the platform, writing their own responses or choosing from pre-configured templates.
TheySay Sentiment Analysis
TheySay immediately analyses text from social and email channels, producing real-time sentiment analysis on inbound messages. By providing a real-time understanding of customer sentiment, mood, and intent, TheySay helps agents quickly identify risks and opportunities, and prioritise their workload accordingly.
Respond’s Business Intelligence module outputs Respond data into a standard online analytical processing (OLAP) reporting format that can be used in your existing data warehouse or through a third-party reporting or data analytics tool.
Quality Accelerator provides risk-based, real-time quality assurance and retrospective quality control. It allows managers to monitor their team’s case handling and — if needed — intervene. Through Quality Accelerator, managers can provide individual feedback, identify and address common mistakes, and recognise and reward outstanding performance.
XSync streamlines your reporting workflow by allowing users to continually synchronise data in a Microsoft Excel workbook with the latest information from Respond. Instantly refresh Respond data from within Excel, and quickly conceptualise data visualisations from within a tool you already know. Because XSync detects the security settings in Respond, it will only pull data that the user is authorised to view.
With Self-Serve, you can embed an additional channel for customer feedback within an existing client portal or website. When a customer logs feedback or a complaint, Self-Serve automatically creates a case in Respond for the team to pick up and manage. This eliminates the need to re-key information, improving accuracy and efficiency.