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Banks need to revamp customer service operations so unhappy consumers complain to them rather than to the Consumer Financial Protection Bureau, where a complaint could spark added regulatory scrutiny.
September 11 -
The Consumer Financial Protection Bureau's expanded complaint database is leading to better response times, but the reputational risk of publicizing disputes is causing concerns.
March 28 -
Were asking customers from different demographics to describe what they are looking for from their financial services providers.
January 13
Aptean launched complaint management software Tuesday in the U.S. for financial institutions.
Respond is a feedback management solution that is meant to help banks address customer service issues and identify business opportunities using customer data. The product is designed to help banks improve initial customer interactions, deliver timely case resolutions and generate thoughtful customer service feedback.
More than 60% of U.S.
The Respond software is said to capture, process and resolve, report on and analyze every piece of customer feedback, whether negative or positive, from all channels, including phone, email, chat, SMS and social media. It attempts to identify root causes of problems early on.
It's also meant to help banks meet regulatory requirements for complaint and feedback management.
