The times they are a-changin’…

In a world of 24 hour convenience, customer expectations are now higher than ever. With the creation of virtual assistants, voice technology, mobile apps and social tools, customers no longer solely rely on SMS, telephone and email as a way of connecting with a brand. So why should sharing their feedback be any different?

Rant & Rave for Digital puts feedback back where it belongs – in the customer’s own world. Allowing them to share their thoughts with you in real-time, on the same channel, now and in the future. Simple.

Feedback in their world…

Rant & Rave for Digital enables you to capture feedback at all touchpoints throughout the customer journey, making it as easy as possible for them to reach out and tell you how they feel, through the channel of their choice. Here are just a few ways it could work for your business…

Mobile Apps

Already have a mobile app, or considering investing in one? With Rant & Rave for Digital an in-app feedback request can be triggered after any interaction, as well as an always-on feedback button displayed for customers to share their thoughts whenever they feel the need. Additional data can also be collected allowing you to capture insight on location, cart value and mobile activity right there from within the application, helping you to understand your customers on the go.

Mobile App API

Chat

Live Chat has become one of the fastest growing digital channels for brands, especially within contact centres and support team functions. So why not capture your customers’ feedback there too? After the conversation has finished, a feedback request can be displayed, giving your customers the opportunity to share how they felt about the interaction, and their reason for using the Live Chat service. This information is then analysed in real-time and presented alongside key data such as chat queue, shopping cart value, browser and agent, giving you a 360° view of the customer.

Web

With many tools already available on the market to help brands monitor their website traffic, track customer behaviour and personalise their online experiences, wouldn’t it be great if you could use this information when asking for feedback too? By using Rant & Rave for Digital alongside your journey analytics you can take advantage of this goldmine of data by turning a generic feedback request into a sentiment-driven message, personal to the customer.

Web

With many tools already available on the market to help brands monitor their website traffic, track customer behaviour and personalise their online experiences, wouldn’t it be great if you could use this information when asking for feedback too? By using Rant & Rave for Digital alongside your journey analytics you can take advantage of this goldmine of data by turning a generic feedback request into a sentiment-driven message, personal to the customer.

Website API

Talkin’ ’bout my generation

Millennials make up 25% of the population, and are the fastest group of adopters when it comes to new technologies. Rant & Rave for Digital allows you to capture feedback beyond the traditional text message, voice and email channels, so no matter what your target demographic, there’s a platform for them to have their voices heard.

Amazon Alexa

The voice channel re-imagined! Our groundbreaking innovation with Amazon Alexa allows customers to share feedback quickly and easily through any Alexa enabled device, wherever it is located, be that a hotel room, retail store or airport lounge. All a customer has to do is simply tell the device their feedback and our technology does the rest, analysing every word in real-time and presenting it back to you within your Rant & Rave dashboard, or CRM system.

Amazon Alexa

The voice channel re-imagined! Our groundbreaking innovation with Amazon Alexa allows customers to share feedback quickly and easily through any Alexa enabled device, wherever it is located, be that a hotel room, retail store or airport lounge. All a customer has to do is simply tell the device their feedback and our technology does the rest, analysing every word in real-time and presenting it back to you within your Rant & Rave dashboard, or CRM system.

Amazon Alexa API

Social Media 

When it comes to feedback, it’s our mission to make it as easy as possible for customers to share their thoughts directly with you first, before they go and tell the world. However given its prominence, it’s inevitable that some customers will choose to go public no matter what. For your Support, Marketing and Social Media teams Rant & Rave for Digital can be used to send a dedicated feedback link to your Ranters (and Raving advocates!) on any social channel. Allowing you to collate feedback into one system, take action and have visibility across the business.

Social Media API

Future Thinking

With Rant & Rave for Digital the possibilities are endless. Want to explore how other in-app messaging systems could be used to capture customer insight? How about using pictures, video and facial recognition technology to give you a more powerful, detailed level of sentiment analysis? Why not integrate it with other virtual assistants such as Siri, Cortana or Google Home? The world’s your oyster. Our API has been designed to not only capture feedback from all current channels, but anything that may come in the future.

Future Thinking API

What’s in it for you…?

Seamlessly request feedback

Use the API to automatically request feedback from customers based on specific business rules, e.g. after a purchase or specific number of interactions, so you can capture their thoughts without touching a button.

More insight

Rant & Rave for Digital isn’t just limited to feedback. Connect the dots by capturing additional data such as location, device, channel and cart value for a 360° view of the customer.

Increased customer engagement

Increase your response rates and generate quality insight by engaging with your customers on the same channel that the interaction has taken place on, in the moment.

Holistic view of the customer

Understand exactly how your customers feel at every stage of the journey by requesting feedback throughout the lifecycle and tracking their sentiment over time within your CRM.

 Take action based on sentiment

There’s no point in gathering feedback unless you’re going to do something with it. Use Rant & Rave for Digital to ensure feedback is visible across the business no matter what channel it was shared on, drive changes and influence behaviour.

Digital Transformation

Make customer feedback an integral part of your digital transformation programme by capturing emotional insight in real-time, on all channels already available to your customer base.

Interested in Rant & Rave for Digital?

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If you can’t beat them

Some of the most customer centric organisations in the world are already using Rant & Rave. Join them.