Customer Feedback - Voice
Rant & Rave is a simple way to find out what your customers are thinking as they actually use your product or service - the point when they have their most intense feelings about the experience.
Timing is important, just ten minutes later something else has happened in their life and the moment is gone, which is why a survey sent a week later just isn't good enough.
It works like this
You give your customers a phone number which they can use to call in to leave their feedback. You could put the number on a poster in a branch, or on a till receipt, on a card enclosed with their ticket, even on the ticket itself, or on the menu, or on a welcome letter, or with their car's service record, or…well, you get the idea. There are as many ways to get the number into your customer's hands as there are ways to serve your customer.
You might use an IVR to ask for them to score how satisfied they are with the product or the service they've received. A low score could prompt a voice message - 'would you like to talk to someone about that?' Pressing 1 takes them through to your call centre.
According to Harvard Research, though there's one question to ask your customers that's more important than any other, so we've concentrated our efforts in getting that answered for you.
It's possible for customers to be more creative with their feedback - sending pictures or video clips by MMS Message to illustrate their point.
You can automatically text back a voucher to their phone to say 'thank you' for sharing their views.
Some clients like to have the recordings and listen directly to their customers, others prefer the calls transcribed. The scores are summarised online, so you can see at a glance how things are doing.
The feedback and scores can be sliced and diced however you like - to examine performance of a particular area or even down to a single outlet or dealer.
Click here to see just how easy it is to sign up for Rapide
If you would like to communicate better with your staff and customers please leave your details
