We’re better together

Billing systems, CRM systems, satisfaction reports… there’s now a never-ending list of resources you need to check and monitor in an effort to get closer to your customers. You know that they’re all important, but how can you cut through all the noise, take action and measure the impact?

What if you could capture real-time feedback from your customers and view it from within Salesforce – together with all of the powerful customer information that already sits there?
Rant & Rave for Salesforce Screens
Rant & Rave for Salesforce lets you do exactly that – empowering you to connect with your customers, partners and employees on an emotional level.

I get so emotional baby…

Rant & Rave for Salesforce is designed to allow you to understand the why behind customer behaviour – and then make real-time informed decisions.

Track sentiment over time

Track sentiment over time

Whilst Salesforce provides a full history of how your customers have interacted with you, Rant & Rave captures their feedback in their own words, adds it to their individual customer record, and maps how their satisfaction levels differ over time. Whether you choose NPS, C-Sat or a different metric entirely you can capture their score and the reason for it. So, if you’ve introduced a new process, or made a significant change you can trace the impact through the voice of your customers, in your world.

Sentiment driven service

Sentiment driven service

Loyalty is formed when people meet people. Because all feedback is mapped to each individual customer’s records, informed decisions can be made about how to route the call next time they make contact. Repeat callers who may have a more complex issue can be put straight through to a preferred agent, or one with the required skills, whilst agents in training can focus on more routine calls.

Listen when they want you to

Listen when they want you to

Because you can’t always predict when a customer will want to share their views, Rant & Rave makes it easy for them to let you know whenever and in whichever way they feel the need. Whether they choose text message, voice message or email, all comments are tracked against their individual records in Salesforce.

Real-time coaching

Real-time coaching

Team leaders and management can tailor how they slice, dice and view incoming real-time feedback. As well as recognising top performers, they can quickly identify those who might need more training, compare their scores, and recognise where changes and process improvements need to be made.

Understand, instantly

Understand, instantly 

What does a score really mean? You can walk away from a score but you can’t walk away from what the customer actually says. Think how valuable it would be if you could instantly understand what the customer shares with you. The Rant & Rave Sentiment Engine understands exactly where your business is performing or failing to hit the mark, highlighting where you need to re-focus efforts and take action.

Customer feedback gamified

Customer feedback gamified

Each employee has their own profile, using a Salesforce Chatter image for a personal touch. They can then see all the feedback that has been shared about them – letting them know where they excel and where they need improvement. You can even add a competitive edge, using live league tables that share colleague performance data, encouraging employees to become CX heroes.

Why Rant & Rave for Salesforce?

360 degree view
Live league table
Customer centric
Reporting
Actionable insight
Assigned actions
Interested in finding out more about how our technology can benefit your  company? 
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All for one and one for all

Rant & Rave for Salesforce combines the benefits of all three Salesforce Clouds: Sales, Service and Marketing, allowing you to take care of all the details, close the loop and deliver an exceptional customer experience.

Sales Cloud

Know what makes your customer tick and sell them more of the right thing

Drive advocacy and generate more referrals through deeper insight

Discover if what your salesperson says matches what your customers say

Get operational feedback into your sales funnel for greater accuracy

Identify pinch points and roadblocks in your sales process

Demonstrate compliance and fair selling

Build a more consistent way of selling

Route sales calls based on a customer’s previous experience and feedback

Increase lifetime customer value

Service Cloud

Instant impact through real-time, omni-channel feedback

Increase customer satisfaction through agent engagement

Identify agent strengths and weaknesses based on the customer’s experience and perception

Increase staff engagement and retention

Deliver real-time closed loop customer feedback within your core CRM business rules

Improve customer recovery / reduce churn rates by understanding what’s important to them

Innovate customer experience and voice of the customer programmes with machine learning and AI

Drive systemic change through the collection of sentiment based insight

Route calls and serve customers better, based on sentiment, experiences and predicted behaviour

Marketing Cloud

Track customer sentiment over time and at each stage of their lifecycle

Increase marketing ROI through greater customer understanding

Segment customers by sentiment and run campaigns to reflect emotion – at any time

Create personal and meaningful conversations

Influence the brand

Drive advocacy through sentiment

Brand tracking

Embed feedback into contact records in Salesforce

Turn qualitative into quantitative

Sales Cloud

Know what makes your customer tick and sell them more of the right thing
Drive advocacy and generate more referrals through deeper insight
Discover if what your salesperson says matches what your customers say
Get operational feedback into your sales funnel for greater accuracy
Identify pinch points and roadblocks in your sales process
Demonstrate compliance and fair selling
Build a more consistent way of selling
Route sales calls based on a customer’s previous experience and feedback
Increase lifetime customer value

Service Cloud

Instant impact through real-time, omni-channel feedback
Increase customer satisfaction through agent engagement
Identify agent strengths and weaknesses based on the customer’s experience and perception
Increase staff engagement and retention
Deliver real-time closed loop customer feedback within your core CRM business rules
Improve customer recovery / reduce churn rates by understanding what’s important to them
Innovate customer experience and voice of the customer programmes with machine learning and AI
Drive systemic change through the collection of sentiment based insight
Route calls and serve customers better, based on sentiment, experiences and predicted behaviour

Marketing Cloud

Track customer sentiment over time and at each stage of their lifecycle
Increase marketing ROI through greater customer understanding
Segment customers by sentiment and run campaigns to reflect emotion – at any time
Create personal and meaningful conversations
Influence the brand
Drive advocacy through sentiment
Brand tracking
Embed feedback into contact records in Salesforce
Turn qualitative into quantitative

What’s in it for you…?

Seamlessly request feedback

By using our Salesforce integration to automatically request feedback from customers based on specific business rules – for instance where they are in a process or how many times they’ve interacted with you, you can then capture their thoughts without touching a button.

Take action based on sentiment

There’s no point in gathering feedback unless you’re going to do something with it. Set up rules within Salesforce to route feedback (and future calls) to the best agent or department for the job, so they can take appropriate action.

Deliver customised service

Because only one screen is required to handle a customer’s call and see their feedback history, your agents will ‘know’ who they’re talking to and how they feel about your business, without them having to say a word.

Evidence based coaching

There’s nothing more powerful than the actual words of your customers to influence employee behaviour. Don’t just rely on intuition to drive changes – prove their importance and make them happen.

Sell more

You can’t understand a customer through a sales process but you can influence the sales process based on the sentiment of your customers. By tracking customer sentiment throughout the sales process you can not only better understand your customer expectations, but use their insight to make quick-win changes and improve your sales conversion rate.

Understand operational drivers

Using Rant & Rave across all clouds lets you see how engaging a customer in one cloud influences another cloud (e.g. a rude agent will reduce upsell opportunities) and what impact that has on the brand awareness.

If you can’t beat them

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

Barclays
Sky
Bank of Cyprus
Linde Group

View Rant & Rave for Salesforce on the Salesforce AppExchange     Find out more

View Rant & Rave for Salesforce on the Salesforce AppExchange

Rant & Rave for Salesforce

Interested? We’d love to hear from you! Fill in your details below to find out more about Rant & Rave for Salesforce.

Rant & Rave for Salesforce