Respond EFM

Respond EFM

SMARTRespond

Smart Respond

Secure Payments

Secure Payments

Respond EFM

Listen. Resolve. Improve - Comprehensive complaint & feedback management solutions for your organization

Respond Enterprise Feedback Management (EFM) is your comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as a company. With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond EFM can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability.

Respond EFM

Respond Case Agent

The front-line employees who are the face of your organization to your customers have a major impact on how you are perceived, the experience customers have with you and ultimately, your profitability. They will get feedback from your customers, good and bad, making their interactions a valuable two-way communication. To ensure a consistent, positive customer experience, they need tools to help them address any customer interaction they come across.

Respond EFM Case Agent gives your front-line team an intuitive, workflow-driven system that walks them through any form of customer feedback including complaints, suggestions, enquiries or even compliments to ensure consistency in their response. The system automatically escalates to management where necessary and captures customer feedback. From capturing and resolving complaints at the first point of contact to capturing a compliment, Respond EFM Case Agent provides a step-by-step path to follow. And, because the solution is entirely process-driven, it eliminates the need for training.

Key Features

  • Process-Driven Workflow
  • Built-in, Configurable Escalation Paths
  • Dynamic Processes Change to Guide Agents Through Interactions


Respond Case Manager

Managing feedback from your customers takes energy, enthusiasm and the right support. After all, customers have a myriad of reasons for contacting you ranging from a great experience with your service staff to complaints that require diligent investigation.

Respond EFM Case Manager gives your case managers an intuitive solution designed to guide them through customer interactions from initial capture through to resolution. The solution centers around a configurable interface that displays all of the information case managers need to perform their role including links to recent cases, frequently run searches or reports and even external data sources. Activities such as adding notes, detailing telephone calls, sending emails and setting reminders are all captured, ensuring a streamlined case entry process. Respond EFM Case Manager also offers the ability to create templates for letters and emails, further increasing consistency and staff productivity.

Key Features

  • Configurable User-Interface
  • Process-Driven Workflow
  • Industry-Tailored Templates for Best Practices
  • Configurable Workflows and Processes
  • Reports and Charts
  • Built-in Search
  • Electronic Case File of all Interactions in a Single Location

Respond Configuration Manager

Your organization is like no other. You do things differently, have unique offerings and your business processes are part of what make your organization who you are. The same holds true for your customer feedback processes.

Respond EFM Configuration Manager is designed to empower you to design your perfect customer feedback process quickly and without the time and expense required to customize software. Respond EFM Configuration Manager gives you a simple, wizard-driven interface that allows you to determine the way your front-line agents and case managers handle customer interactions. From defining the escalation path between agents and case managers to building the workflow required to close out a case or capture a customer complement, you can do it all, and do it without the aid of expensive consultants or systems integrators.

Key Features

  • Entitles
  • Fields
  • Mandatory Data
  • Field formats/ Data Integrity
  • Screen Design
  • Workflow
  • Category Options
  • Security
  • Users
  • Case Agent Screen Flow
  • Reports and Searches


For more information on Respond EFM please visit their website by clicking here.

Contact Details

Post : PO Box 652971 Benmore, South Africa 2010
Telephone: 011 783 1009 / 1016
Facsimile : 086 683 0462
Email :

info@cirrus.co.za

Website : http://www.cirrus.co.za