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Voice of the Customer – in action!
Customers talk about your services – but they don’t always to talk to you! One of the challenges in business today is finding out what your customers are saying about your products and services.
Rapide is leading the way in helping our clients to hear the Voice of the Customer.
With a full range of text, voice and web solutions we help you to capture the Voice of the Customer right at the moment of service delivery – we can offer solutions that are perfect for every touch-point in your customer life-cycle.
Current examples include:
- After the order: British Gypsum
Always driving to improve customer service, as well as capturing positive feedback for staff coaching and encouragement, British Gypsum use Rapide Rant & Rave to hear the Voice of the Customer straight after an order is placed. The Rant & Rave number is printed on the Order Confirmations which are faxed to the customer - and the feedback is available straight away on the Rant & Rave dashboard.
For more information on how British Gypsum are using Rant & Rave click here
- Before they arrive: Premier Inn
Premier Inn have improved business efficiency, enhanced customer service and capture the Voice of the Customer – all before the guest arrives at their hotel! The award-winning Enhanced SMS service provide by Rapide offers booking confirmation, directions to the hotel and even lets guests book a restaurant table – all by text. And the same service captures guests’ comments automatically, for feedback straight to the business and staff.
Click here to see the Premier Inn Case Study.
In-store survey cards have been around for a long time. But do they really capture the Voice of the Customer? Well, they can – if the customer fills it in, remembers to give it back, and if the card then gets back to the central team to process. Rant & Rave solves all of these problems – and for Costa Coffee we provide an in-store service with a phone number for customers to call and leave feedback. The Voice of the Customer is available instantly via the online report, including playback of the recorded comments, and the information is accessible by both Store Managers and Head Office staff.
To read the Costa Coffee Case Study click here.
- At your event: Scottish Institute for Enterprise
Rapide’s service can handle the volumes and timescales necessary to support live events. For the Scottish Institute for Enterprise (SIE) we supported their National Summit with a direct text-in service to ask questions for the main speakers. The audiences’ voice was available to SIE straight away, and it proves very cost effective. It’s such a simple mechanism – just about everyone has a mobile phone and knows how to text which made it the perfect solution!
To learn more about the Scottish Institute for Enterprise experience, click here.
Rangers Football Club lead the way, not only in world-class football but also in improving the game. They are proactive in the fight against unacceptable crowd behaviour, and use Rapide to capture the Voice of the Customer to enhance their “Follow with Pride” campaign. Allowing fans to report problem, incidents and unacceptable crowd behaviour by phone or text allows the fans to be part of solving the problem and actively supporting their team’s success.
Click here for the Case Study.
And watch this space! Projects due for delivery this quarter include:
• A major UK high-street retailer
• A major UK logistics company
• A major UK rail operator
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