RAVE REVIEWS the fact remains that CRM systems alone won ’ t tell you how a particular customer felt during the last five times they ’ ve interacted with your business – and wouldn ’ t it be great to know that , so you can make changes where they ’ ll make the most difference ?”
As a platform , Rant & Rave is focused on the front-line of engagement between the customer and the employee – whether they are in a bar or restaurant , for example , or communicating via a call centre . Shanahan says it creates a sense of excitement around being able to deliver a proactive response to a customer comment . He offers Ovo Energy as an example of how a business is using Rant & Rave to drive engagement .
“ They have a terrific , excitable call centre workforce , with real energy , so they have gamified the feedback , creating their own vernacular around the topics that are important to the customer ,” he says .
“ They even recognise the ‘ Raver of the week ’. Our outcomes are found among motivated employees , in the call centre wallboards , and the teams and league tables competing to provide the best customer experience . A customer might find a call centre agent excellent but want to criticise a system or process . Rant & Rave allows the agent ’ s achievement to be recognised while the problem business process is addressed . It ’ s a customer-focused approach rather than one based on dry analytics .”
The gathering strength of this proposition can be measured in the company ’ s growth . It now employs nearly 70 staff – mostly at its Coventry headquarters but also an increasing number of remote employees around the country .
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