Listen To What They Say With Multi-Channel Feedback
The most important aspect of feedback is timing. Response rates increase 10% to 12% simply by requesting feedback straight after service delivery.
Rapide’s Rant and Rave service enables companies to gather customer insight immediately and presents the results back to decision makers in real-time.
National Express needed a quick and cost effective way of capturing and processing customer feedback. Rapide provides them with results so fast that problems are now able to be rectified at the next station, rather than at the end of the week. Customers communicate their feedback, good or bad, via text message. Rapide's technology then understands these comments and presents them back to National Express decision makers instantly.
"Rapide has enabled us to bring customer relations into the 21st century."
Text Messages
Text messages are a way of gathering customer thoughts right after service delivery. Rapide sets companies up with a unique, easy to remember 5 digit shortcode that can be advertised wherever customers are present. Feedback is gathered by customers texting the shortcode with their comments, automated replies are then sent back acknowledging their message and thanking them for their time. This method is an accurate way of gathering feedback as it isn’t subject to the biases associated with speaking to a customer service representative.
National Express use Text Messages to collect their customer feedback. Rapide’s technology interprets the comments for them, allowing those in charge to respond quickly, using minimal time and resources. "Rant & Rave have enabled us to bring customer relations in to the 21st century."
Voice
92 percent of all customer interactions happen via the phone and 85 percent of consumers are dissatisfied with their phone experience. (Gartner)
Voice messages are a convenient way for customers to let you know what they are thinking. Rant and Rave can be added on to your call centre process so that after a call has been completed the customer is automatically transferred to an IVR (Interactive Voice Response) platform. Customers are asked to rate their experience and leave any additional comments they may have.
Hallmark use the Rant & Rave automated feedback service to gather insight straight after an inbound customer service call. "
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".
Julie Vincent, Customer Service Manager
Email
Emails are increasingly used to collect customer feedback but many contain too much information and are difficult to understand. Rapide has designed an email feedback solution that is effective and user friendly. Customers are asked just one question and to click on the animated face that most appropriately sums up their feelings.
Mobile Internet
More and more customers are using Mobile Internet to purchase products. Rant & Rave can capture customer feedback via a simple form straight after they have visited your mobile website. Once the customer feedback has been captured we analyse it and present it back to your business allowing you to make key operational and strategic decisions.
Website Widget
Your website is one of the first places your customers will go to find out information on you, your products and your services. The Rant & Rave Feedback Widget is designed to give customers the opportunity to leave their comments and opinions in a matter of seconds. Graphic of the widget. The Widget is small enough not to be obtrusive but big enough to be noticed when it matters. The Widget is easy to install with a lightweight piece of code inserted into every page you want it to appear, we even offer step-by-step assistance. Rant and Rave’s technology is capable of analysing and understanding all your customer comments for you, meaning you are presented with clear actionable insight instantly, saving you time to focus on driving your business forward. Give our widget a go by using the one on the right of your screen - we'd appreciate any feedback you may have.
Ready To Talk? Contact Us on02476 011 911
All of Rapide’s Listening Technology is enriched when used alongside its award winning Talking Technology.
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