Aptean launched complaint management software Tuesday in the U.S. for financial institutions.
Respond is a feedback management solution that is meant to help banks address customer service issues and identify business opportunities using customer data. The product is designed to help banks improve initial customer interactions, deliver timely case resolutions and generate thoughtful customer service feedback.
More than 60% of U.S. consumers who have experienced service issues at their bank felt that a conflict was resolved ineffectively, according to Nicole Sturgill, research director at CEB TowerGroup.
The Respond software is said to capture, process and resolve, report on and analyze every piece of customer feedback, whether negative or positive, from all channels, including phone, email, chat, SMS and social media. It attempts to identify root causes of problems early on.
It's also meant to help banks meet regulatory requirements for complaint and feedback management.