This blog will explore how half the FTSE rely on our customer engagement platform to not only improve their customer feedback response rates, but recover unhappy customers and dramatically improve the Customer Experience.
Introducing Rant & Rave from Rant & Rave on Vimeo.
There's nothing worse than giving feedback and not hearing back - where did it go? Into the ether?! The Rant & Rave Dashboard offers a number of tools that tell you where you need to take action. Once feedback is captured, our Sentiment Engine intelligently deciphers whether a comment is positive or negative and can automatically trigger a personalised response to your customer. Our recover module allows you to ensure issues are dealt with quickly, by assigning items of feedback to different members of staff e.g. all negative store feedback can be flagged for the Area Manager to review, and monitoring any progress that’s made.
2) Steer clear of lengthy surveys
Rant & Rave doesn’t require your customers to take part in lengthy surveys. Instead, we encourage our clients to simply ask their customers “how are we doing?” and allow them to respond in their own words. Our Sentiment Engine then does the hard work and understands every word, revealing business changing insight on a bespoke Dashboard.
3) Ask at the Moment of Truth®
Customers are won and lost in real-time, which is why surveys conducted weeks or months after an interaction has taken place are at their best inaccurate and at their worst futile. Using the Rant & Rave platform you can engage your customers straight after service delivery, when their emotions are at their highest. This works at every Moment of Truth® along the customer journey, from the initial booking or purchase to after an engineer visit or Call Centre interaction.
West Bromwich Building Society captures feedback from their customers immediately after a Call Centre interaction and have seen response rates of 15-20%! Read their case study here.
4) Make it easy
It's a fact of life that no two customers are the same, which is why it's important to offer them a variety of channels. Rant & Rave can be integrated with your data systems to send a feedback request immediately after a customer has experienced your service, via text message, picture message, voice recording or email.
5) Keep it personal
Sometimes, a personal touch can go a long way. Using Rant & Rave’s personalisation tool you can insert your customer’s name and mention the products and services they have used to make the request feel personal to them.
6) Always Listen
You can’t always predict when every Moment of Truth is for your customers, which is why our Listening Posts give your customers the opportunity to share their views with you whenever they need to. A unique always-on text message short code, IVR line or email address lets your customers give feedback at anytime, whilst still being populated in your Dashboard.
East Coast Trains captured 3,000 pieces of customer feedback by advertising an always-on text message short code in their carriages! Read their case study here.
If your customers are talking about you on their social networks we have that base covered too. Our Social Listening capability captures feedback from all publicly available social media including Facebook, Twitter, news channels and over 50 million blogs to gather the feedback that's important to you - all in real-time. We sift through the noise and present the relevant customer insight back to you on your Dashboard so you’ll never miss a thing.
7) Don’t ask too much
Rant & Rave keeps track of all of your customers' responses and allows you to set 'time delays' to ensure they're never inundated with additional feedback requests.
8) Experiment with Incentives
Our messaging platforms can easily be integrated with your IT systems to trigger rewards such as loyalty points or exclusive offers. We can also intelligently append an incentive to the context of the message, such as offering rewards on the first feedback request, but not the following four.
9) Try A/B testing
Our messaging platform is designed to ensure you receive the best response rates from your feedback requests, by varying the content of each message, using multiple channels and even sending them at different times. This allows you to measure the results and then implement the best options across the board.
10) Sometimes the most ‘obvious’ channel isn’t the best one
Rant & Rave offers you a selection of channels to capture feedback from for complete customer convenience. We believe SMS is the most powerful engagement channel, however with access to an Interactive Voice Recording line, Email, MMS and Web channels, you can experiment to see which channel works best for you, and importantly, which delivers the best response rates.
Atos use a combination of channels to capture feedback from their B2B clients and have seen response rates of over 35% from email and up to 90% from IVR! Read their case study here.
Take a look at our Infographic for more info on how to improve your Customer Feedback response rates:
