DATASHEET
ENABLE YOUR AGENTS TO DO
MORE WITH RESPOND
Aptean Respond puts more power into your agents’ hands to resolve customer
problems
AIM FOR RESOLUTIONS
Benefits include:
Resolving customer issues is central to business
success, loyalty, and customer satisfaction. Your
agents form the front line in making this possible.
Aptean Respond is designed to arm your business
with the right array of tools and roles to ensure
complaints and feedback are addressed as quickly
as possible while ensuring industry compliance
and lowest support cost to your business.
 Easy correspondence
 More front line agent ownership
 Wizards for creating guided capture and
resolution
Respond release 5.10 adds a new role and
enhances existing capabilities to ensure both the
best possible agent and customer experience.
Most importantly, it allows more people to
provide those critical resolutions your company
needs.
MORE FOCUS ON THE
CUSTOMER
Your case agents drive customer satisfaction and
can be the difference between business success
and failure. They can be your biggest asset. So
why not give the best of the best the ability to
resolve more issues before escalating?
Aptean Respond release 5.10 adds Advanced
Agent, an enhanced case agent capability which
allows some agents further ownership of a case.
Beyond first point of contact, companies allotting
advanced agent status to an employee give that
person ownership for a set period of time which
includes the ability to email and correspond with
your customers.
www.aptean.com
CONSISTENT
COMMUNICATION
Advanced case agents now have the ability to
create letters and emails. New letter and email
maps have been created and can serve the
customer experience at varying waypoints. This
means different letters and emails can be
created at different points within the resolution
experience.
Using filters and well-defined configurations,
letters and emails can also be added to a case
without user interaction. This ensures
consistency throughout your processes and also
that you have the ability to maximize touch
points throughout the customer experience.
DATASHEET
Figure 1. Sample Agent window
Figure 1 shows the new, cleaner agent window presentation. Three things are highlighted:
1.
The default edit operation is used as the link for the first column.
2.
Edit operations are shown in the secondary actions drop down.
3. New operations are displayed as buttons below the list
These simple click capabilities ensure maximum simplicity as your users work customer cases.
Figure 2 shows an operations window, which now includes the ability for any agent to add a phone call to the
support case. This enables the ability to engage a customer in yet another way.
Figure 2. Sample Case Agent window with "Add Phone Call" button.
CONCLUSION
Aptean Respond increases the capabilities of your case agents to resolve front line problems and escalate only
when needed. This gives your company the ability to address problems quickly and cost effectively while
ensuring the compliance your company needs.
Contact us to find out how Aptean Respond can help your company resolve issues and increase company loyalty.
More than 5,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative,
industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate more efficiently,
and stay at the forefront of their industry.
For more information, visit: www.aptean.com
www.aptean.com