Respond Handler
Faster frontline resolution is here. Respond Handler enables employees to log, progress and resolve customer complaints, comments, feedback and queries.
This browser-based application has been specially designed to help customer-facing employees capture feedback information and respond quickly and effectively.
Respond Handler can be deployed over your corporate Intranet, making it easy to capture data and resolve issues at the first point of contact, while extending feedback management across your organization.
A simple menu structure makes it easy to create a new complaint or log a piece of feedback. User-friendly search facilities enable employees to find customer records and provide customers with up to date information, quickly and easily.
Functions Available
Capture
- Fields are defined to reflect your business processes
- Employee details are captured during sign-on to Respond Handler, enabling administrative monitoring
- Feedback is classified at point of data entry
- A unique reference number is automatically generated to acknowledge each piece of feedback
- Data is automatically saved in your Respond CenterPoint database
- Feedback information is automatically escalated to expert complaint handlers if the record is not updated or resolved within predefined timescales
- Feedback can be resolved at first point of customer contact
- All feedback data is captured for monitoring purposes
Process
- Quick and simple search facility
- Easy access to all complaint data, actions, notes and attachments
- Ability to add notes, detail telephone calls and set reminders for the feedback
- Capacity to update customer details
- Complaint or feedback records can be paused for further investigation or future escalation
- Unresolved or complex feedback is forwarded for further action, triggering an automatic task for the recipient
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