Why is Complaints Experience so important?
The amount global lenders have paid in fines since the financial crisis – BCG, Bloomberg
For every customer complaint there are 26 other unhappy customers who have remained silent – Lee Resources International
Best in class complaints experience management platform.
Resonate brings its expertise from implementing and managing CX programs into managing Complaints experience. With the experience management platform, you can understand complaints resolution journey, key moments of truth and bring actionable insights for building a proactive complaints resolution process.
Visible and Timely Complaints Process
Visible – Timely – Fair – Effective – Impactful Experience Management
- Bring customer experience metrics to complaints processes
- Increasing in maturity – continuous improvement
- Real time metrics and reporting by complaints phase, brand, product, etc…
- Workflow mechanism for feedback that needs further attention
Experience Analytics and Reporting
Real time actionable insights to help improve the experience
- Interactive Experience Dashboards
- Daily Complaints Experience reporting
- Text and Sentiment Analysis
- Interactive analytics environment
- Journey view of Complaints Experience
Root Cause Analysis
Uncover the root causes of complaints
- Scalable and systematic root cause capability across channels, products, brand
- Identification and reporting of root causes to complaints
- On-going trackable metrics for root cause management
- Quantify root cause impact across the business