Hallmark Case Study
Rant & Rave
"I absolutely love it!"
- Julie Vincent, Customer Service Manager
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's International business.
Hallmark need to capture their customers’ feedback on their customer service. They needed a tool for customer feedback and wanted to find an innovative way get the results.
The solution
Using Rant & Rave, Hallmark are able to gather customer feedback straight from an inbound call. Once the customer has their issue resolved by the Customer Service Team, they are 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 are asked to leave feedback and comments on Hallmark's customer service.
Hallmark picks up the scores straight away from the Rant & Rave Dashboard and have the ability to get straight on to any customer problems. They are so happy with the service that they have included Rant & Rave in all 3 of their UK Customer Service Centres.
Julie Vincent, Customer Service Manager is delighted with the service:
"I absolutely love it! The feedback we gain from the system is really useful. It helps us pick up on our customers’ issues quickly and tells us what they liked about the service.”
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