Customer Engagement - Listen
10 million customers switch services due to negative experiences with customer service, don't be another statistic!
“82 percent of consumers believe that organisations must listen and act on customer feedback in order to retain business, while 74 per cent are less likely to do business with an organisation if their feedback is ignored.”
Many companies recognise the importance of customer feedback, insight from those who use your products can be enlightening. But understanding every customer comment can be time consuming and costly, maybe that’s why 75% of feedback remains unread. The challenge is finding the right time, place and method of listening to your customers.
Rapide’s technology helps businesses listen to everything their customers have to say, in real time.
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Multi Channel Feedback
Rapide lets customers talk to you when it’s right for them-so that you can listen to what they really think. The most insightful feedback comes straight after service delivery; in fact it’s 40% more accurate than that collected at a later date. But customers rarely have the time, or the inclination, to stop and write down their thoughts. Rapide technology specialises in collecting multi-channel feedback, making sure you don’t miss a thing. |
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Atos Origin use Rapide to collect real time feedback at all customer touch points, ranging from call centres notes, to e-mails and text messages right after service delivery.
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Customer Rewards
Rapide recognises that sometimes customers might need a bit of incentive to give you their views. Customer Rewards are a simple, yet effective way of persuading them to leave valuable feedback. Rapide technology specialises in gathering feedback which is beneficial to you and rewarding to your customer. –graphic example. |
One of the UK’s largest retailers used Rapide to encourage customers to share their insight. They offered those who sent their comments via txt message the chance to win a £250 gift voucher. In the first week they measured almost a 100% percent increase in the amount of feedback they received.
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Text Analysis
Rapide knows that sometimes companies have their own ways of collecting feedback. Thousands of call centre notes and survey verbatims may already exist. It’s finding the time to process the information that’s the problem. Rapide technology is capable of finding meaning in even the largest back log of customer insight. |
| Rapide uses Text Analysis to understand everything your customers are saying. Traditional methods of understanding feedback can be inaccurate and ineffective. The award winning Sentiment Engine has been developed to help companies deal with the increasing volume and complexity of customer feedback. Intelligent software is capable of understanding, and analysing freeform feedback. Rapide technology specialises in gathering and analysing feedback faster and cheaper than doing it yourself. |
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National Express cut the time it took them to process customer feedback from up to ten days to within the hour by using Rapide to collect and analyse it for them.
To find out how click here
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Aggregation & Social Media
Rapide recognises that only 4% of unhappy customers actually tell the organisation involved. Much more information can be found in free-form format on blogs and websites. Rapide technology specialises in using Social Media Aggregation to tell you what your customers are failing to say to you directly.
To find out how click here |
All of Rapide’s Listening Technology is enriched when used alongside its award winning Talking Technology
To find more click here
Ready To Listen? Contact Us on 02476 011 911 or fill out the form below and one of our team will be in contact.
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