Respond TouchPoint

The days of being left on hold are over. Respond TouchPoint allows your employees to log and review feedback on a customer’s behalf using a corporate intranet.

This simple to use browser-based application will enable any customer-facing employee across the enterprise to log feedback, including complaints. It’s a dramatic departure from traditional logging systems, and reduces the need to transfer calls to different departments.

All frontline, customer-facing employees are given the ability to log a new piece of feedback and provide updates on outstanding issues. The screens are designed to guide employees through the process, making logging feedback a quick and simple process. Employees can review a summary of the feedback and relay an update to the customer without having to transfer them, therefore offering a true single point of contact.

Respond TouchPoint is designed for your employees to access customer feedback regardless of where they are located in the business. This enables the customer to give their feedback to any member of staff and receive a consistent update - whoever they ask.

Functions Available

Capture

Fields are defined to your organizational requirements

  • During sign-on to Respond TouchPoint, employee details are captured to enable administrative monitoring
  • Feedback is classified according to your predefined categories, at point of data entry
  • Automatic acknowledgment is provided, including a unique reference number, for each piece of feedback
  • All data is automatically saved in the Respond CenterPoint database

Process

  • Employees can review previously entered feedback on behalf of a customer o Quick and simple search facility to allocate specific feedback
  • Capture feedback at first point of customer contact, ensuring all data is logged for monitoring purposes
  • Unresolved feedback is escalated for further action, triggering an automatic task for the recipient

Talk to Us

Respond works with different organizations of all sizes. We can help your organization meet its customer service objectives. Find out how.