Rant & Rave

Really listening to your customers and employees means more than gathering their thoughts in a survey. Sometimes they have more to say than fits into your predefined questions, and sometimes you’re just not asking the right ones. To truly listen you need to gather their thoughts at the ‘moment of truth’ - the exact point at which they’re thinking them.

Rant & Rave uses cutting edge technology to let you gather your customers’ thoughts straight after service delivery, whether that’s by text message after experience in-store, by voice message after a customer service call, or via a feedback form on your website. Employees can be engaged straight after an important announcement, event or launch of a new initiative.

At the heart of Rant & Rave sits the award winning Sentiment Engine, a unique application developed in association with the University of Birmingham. It uses sophisticated text analytics to provide an ‘emotional response indicator’ for feedback left about your organisation, a satisfaction score, alongside a topic or topics your customers or employees have mentioned. At the core of the engine

resides NLP (natural language processing)
techniques that are able to detect how
positive someone feels towards your
products and services. It is able to do
this by understanding grammatical
structures to search for verbs and nouns along with the sequences in which they appear. Alongside NLP are helper modules that are used to categorise and highlight certain words or phrases that may have particular importance. This is done using Named Entity Recognition.

Each piece of feedback gathered and understood gives an organisation a competitive advantage in the marketplace. Though the technology is complicated the process of using it is simple. Where Rant & Rave really comes together is the real-time Dashboard which allows organisations to have a quick and clear view into their staff and customer service. The Dashboard displays real-time graphs, statistics, categories and league tables as well as individual comments. It gives a clear indication to an organisation about how their brand, products and
services are being perceived.

From the Dashboard there is also the ability to set up automatic replies to customers who leave feedback.
For example ‘Thank you for your feedback we’re glad you enjoyed your stay.’

Text alerts can also be configured so that if any keywords are received e.g. your machine needs fixing, an email
or text message is sent to a relevant team member informing them. All the information displayed can also be filtered, sorted and downloaded for reporting and future analysis.

Informal channel feedback

Rant & Rave can even help you listen to the customers who don’t give you their feedback directly. The comments and opinions left through informal channels can hurt a company the most. Only 4% of unhappy customers actually tell the organisation involved themselves. There are over 10 million people using blogs online with a recent independent survey revealing that 83% of customers use online product reviews to make purchases. With 1 in 4 people reviewing your product online before deciding whether to purchase, can you really afford to ignore what they are saying about you?

Ready To Talk? Contact Us on 02476 011 911 or fill out the form below and one of our team will be in contact.

	"Rant & Rave is the new gold standard for soliciting, collating and analysing end user insight. Scores and feedback are available to us within seconds, and we use the feedback to improve our training, service quality, and our understanding of what is important to our users when they need our assistance." Sam Ellis - Head of Customer Experience & Loyalty - Atos