Complaints and Feedback Management Software - Your customers are talking, but are you listening?

CDC Respond is the world's leading complaint and feedback management solution.

Your customers have thoughts and opinions on your products and services. Many of these thoughts are positive, some are negative. If they keep this feedback to themselves, you gain nothing. If they reach out to you to provide this feedback, it means they care, and it provides you with the opportunity to cement their loyalty and gain valuable insight. But to take advantage of this opportunity, you need the right tools.

CDC Respond is purpose-built to help you deliver a consistent customer experience while learning from customer complaints and feedback across every touch point in your organization. The solution features modules designed specifically to guide and streamline customer-centric activities in the three levels of your organization that most impact customer satisfaction; your case agents, case managers and your strategic business managers. Built on a flexible Microsoft foundation, Respond can be deployed rapidly and can be quickly configured to match your vision for customer service.

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• Solution Brochure: CDC Respond Overview
• Case Study: British Airways Holidays
• Case Study: Combined Insurance

Making it easy to do the right thing.

CDC Respond Case Agent provides a simple workflow-based interface for logging and viewing customer feedback at the point of interaction. Your customer service staff are guided through the pre-built feedback workflow, ensuring that required information is captured simply and accurately. And with a process-driven workflow, your agents can deliver a consistent customer experience without detailed training or knowledge of the customer’s issue.

The process for capturing a customer compliment might be simple, consisting of logging the name of the recipient employee and summary details. The process of logging a complaint, on the other hand, might involve a more complex series of feedback questions, such as logging the nature and cause of the dissatisfaction, along with the business area responsible for investigation. CDC Respond Case Agent allows you to implement discrete processes for handling any customer interaction your agents might encounter.

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• Solution Brochure: CDC Respond Overview
• Case Study: Southern Ohio Medical Center
• Case Study: US Department of Education

Making real-time customer feedback manageable.

CDC Respond Case Manager guides your case managers through the feedback process from capture through to resolution, logging and tracking all forms of feedback data, including complaints, enquiries, complex queries, comments and compliments.

Activities such as adding notes, detailing telephone calls, sending emails and setting reminders are all captured, ensuring a streamlined and consistent case entry process. CDC Respond Case Manager also offers the ability to create templates for letters and emails, further increasing consistency and staff productivity.

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• Solution Brochure: CDC Respond Overview
• Case Study: Children’s University Hospital
• Case Study: Egg

Making it easy to configure feedback systems for every customer touch point.

CDC Respond Configuration Manager eliminates the heavy costs and delays often associated with third-party customisation to adapt software to specific business needs or processes by enabling business managers to easily modify its built-in process flows or to build their own.

Business managers therefore have total flexibility to configure and enhance the interfaces and workflows required to accurately capture all customer interaction data simply and consistently at the point of interaction.

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• Solution Brochure: CDC Respond Overview 
• Case Study: Travelsphere 
• Case Study: Axa Insurance