Rant & Rave, the UK leader in real-time customer engagement technology, today announced global contracts with two industry-leading businesses: Sage, the market leader in cloud business management solutions, and MATCHESFASHION.COM, the luxury fashion destination for men and women.
Rant & Rave has been working successfully with Sage in the UK for the past 18 months, to capture real-time actionable insights, resulting in overall increases in both Transactional Net Promoter Scores and increased frontline agent engagement. This new extended contract will roll out both Rant & Rave for Salesforce and Frontline Engagement across the Sage geographic footprint worldwide. This means that Sage will be able to capture feedback in real-time across the customer journey through multiple channels (from SMS, to emails and listening posts) and will be using Frontline Engagement technology to gamify the employee experience and drive stronger engagement with staff.
John Patterson, VP Customer Experience at Sage comments, “With millions of users across 23 countries worldwide, driving customer obsession is core to the success of our business. Rant & Rave understands our need to be able to connect with our customers in real-time and empower our employees to respond dynamically. This gives us a greater understanding of our customers’ needs. Rant & Rave has already brought tremendous value to our business in the UK and we are looking forward to seeing that roll out globally.”
To add to the success of Sage, the global luxury commerce destination MATCHESFASHION.COM will also be implementing Rant & Rave for Salesforce globally. Previously, the retailer captured customer feedback via a single delayed multi-question survey which meant that feedback volumes were low and the insights gathered, limited. Rant & Rave will provide a global multi-channel feedback programme (via email, SMS, website and mobile app) capturing customers’ emotion in their own words and native language, at the key moments of their journeys that matter most to them.
Ines Lareo, customer experience director at MATCHESFASHION.COM, comments: “We were looking for a global customer engagement solution to support us in capturing customer feedback and behaviour across key touch points of their journey. The customer is at the centre of everything we do and listening to them to meet their expectations is a key component in building customer loyalty. Our partnership with Rant & Rave will enable us to understand what customers really think about their experience with our brand and shape it accordingly. Listening to customers goes beyond just running surveys, it’s about capturing the most important part – their sentiments and feelings – and working with Rant & Rave will give us that capability across our global customer base.”
Kenny Bain, CEO of Rant & Rave, adds: “For global brands today, successful and consistent customer engagement at scale is critical to business performance. Sage and MATCHESFASHION.COMwere looking for a partner with a global reach and Salesforce integration, combined with an understanding of the value of the voice of the customer, emotional engagement and proactive communication. We are delighted that Sage & MATCHESFASHION.COM are joining the global Raveolution and are looking forward to working alongside them on this journey.”
Rant & Rave for Salesforce is available on the Salesforce AppExchange and harnesses all the power of Rant & Rave’s Frontline Engagement to empower businesses to connect with customers, partners and employees on an emotional level.