Emotion is all too often the missing piece of the jigsaw. Discover how you can make the most of it below.
A match made in heaven
By integrating into your current systems and processes, not only is the Rant & Rave Platform the perfect fit, but so is emotion. Why? Because it’s authentic. By gathering the real and emotional experiences of your customers, you are able to paint a detailed picture of the kind of service you provide, not try and figure it out based on a selection of tick boxes or scores alone.
Customers are able to leave feedback in entirely their own words, and the technology from Rant & Rave’s Sentiment Engine extracts exactly what they’re talking about, ensuring nothing is lost.
The Rant & Rave Sentiment Engine uses intelligent Natural Language Processing to understand exactly what your customers are saying. It’s metric neutral, so it doesn’t matter if you work with NPS, CSAT, or CES, the platform is able to get you the why behind any KPI you prefer.
Hear from all of them
Real insight sits with every corner of your customer base, not just those who have time to answer endless questions. Traditional surveys restrict you to the feedback of a tiny proportion of customers that fill them in. Allowing customers to share what’s closest to their hearts through whatever means they choose to, has led to industry leading response rates.
Suddenly, by removing the hurdle of a lengthy survey, and encouraging emotion, each one of your customers is able to express themselves in the way that most suits them.
Surveys are dead
Surveys are designed for the company, not the customer. Whether their experience was positive or not, customers must be able to speak freely in order to truly express their sentiments. Surveys filter out emotion, but true insight lies in capturing it. The best CX programs are the ones built on customer emotion.
Using the Rant & Rave Sentiment Engine, emotion is extracted, allowing you to action it efficiently and in real time.
A Return on Emotion
Don’t be fooled, this isn’t the soft stuff. (Rave)olutionizing your customer experience strategy has a proven impact on your company as a whole. The Rant & Rave Platform not only allows you to action your customers’ emotions, but to see a real return on them.
The proof is in the pudding
8 SMS Every Second
35K Insights Per Day
60K Recovery Loops Each Month
“Customer experience is so important for our company because we cover so many different industries – from life-saving products to small and big businesses. With tools like Rant & Rave we have a solution that works for all of them and gives me the feedback I need to run our business in real-time.”
– Sue Graham Johnston | Head of RBU | Linde UK / Ireland / Africa
The Power of Emotion
Each year, the Rant & Rave Platform manages millions of customer interactions around the world for a hugely diverse list of brands. By ensuring that the solution interacts with an organizations existing systems, processes, and culture, Rant & Rave gets to the heart of what a company wants and what customers need.
Linde saved £2M annually through improved customer retention
Orbit Housing reduced their customer churn by 80%
A one point increase in employee engagement creates a 0.4 increase in customer satisfaction
HomeServe noted a 40% reduction in repeat contact
Our clients see an average response rate of 30%
The most important factor in customer loyalty is reduction of customer effort
Take a look at how the Rant & Rave Platform can rock your world
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