Respond CenterPoint

Consistent customer service is one step closer. Respond CenterPoint is a flexible software system that manages all your complaint and feedback processing needs.

The software automates the feedback process from capture through to resolution, and has the complex functionality to log, track and manage all forms of feedback data - including complaints, complex queries, enquires, issues, comments and compliments.

Built on a robust platform and easily integrated into your existing IT infrastructure, Respond CenterPoint is both scalable and flexible enough to be customized to your organizational processes.

The software can be implemented as an integrated corporate-wide database to manage feedback processes, or can be used by your customer services division as a standalone complaint management solution. Respond CenterPoint will drive your organization towards recording accurate and complete feedback data, whilst enabling you to monitor and control the costs associated with resolving any form of customer dissatisfaction.

The software has been designed to streamline your feedback and complaint management needs. In doing so, consistent, reliable service is delivered throughout your organization, to both your internal and external customers.

Functions Available

Capture

Quick and easy capture, retrieval, navigation and update of feedback

  • Automatic categorization of feedback data
  • Record and track all actions and evidence throughout the complaint lifecycle to ensure visibility of complaint progress throughout the organisation
  • Provide consistent messages to your customers using templates for responses
  • Work from a prioritized action queue to ensure efficient complaint investigation
  • Automatic classification of complaints to meet organizational or regulatory requirements

Reporting

Improve response times to customer complaints by managing workload across the team

  • Ensure responsibility is taken for complaint resolution through allocating individual ownership of complaints and actions
  • Monitor and action high risk and escalated complaints
  • Monitor performance against targets for resolution of complaints

Talk to Us

Respond solutions equip customer service operatives to deal with feedback quickly and efficiently. Let us empower your frontline staff. Find out more.