Hallmark Case Study
Rant & Rave
" I absolutely love it! " Julie Vincent
The challenge
Hallmark is the world's leader in greeting cards. Their cards are translated into more than 30 languages and sold in more than 100 countries. The UK represents 60% of the Hallmark International business.
Hallmark need to capture their customers’ feedback on their Customer Service. But they did not have a way to easily capture Customer feedback. They needed a tool for customer feedback and wanted to find an innovative way get the results.
The solution
Using Opal Rant & Rave, Hallmark were able to gather customer feedback straight from an inbound call. Once the customer had their issue resolved by the Customer Service Team, they were transferred to the Rant & Rave automated customer feedback system.
The Rant & Rave system asks each customer to “rate their experience” from 1- 10, 1 being the lowest rating and 10 being the highest. Then they were asked to leave feedback and comments on Customer Services at Hallmark.
Hallmark picked up the scores straight away from the Rant & Rave website, and had the ability to get straight on to any customer problems. They are so happy with the service that they have included the customer scoring system to all 3 of their UK Customer Service teams.
Julie Vincent, Customer Service Manager was delighted with the service,
" I absolutely love it. The feedback we gained from the system was really useful. It helped us to pick up on our customers’ issues quickly and it told us what they liked about the service.”
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