Rant & Rave, the UK leader in real-time customer engagement technology, has been appointed by Rank Group, a leading multi-channel gaming operator, to enhance its customer experience feedback programme and enable it to maximise the quantity and quality of its customers’ feedback.
Rank Group operate two of the biggest names in leisure gaming in the UK, Mecca and Grosvenor Casinos, and will implement Rant & Rave for Salesforce to capture customer feedback across each touchpoint of its online business. Rant & Rave for Salesforce enables brands to capture feedback and view it in real-time as part its existing customer records, providing an even more detailed profile of the customer. Previously, the gaming operator captured feedback via a multi-question survey, which resulted in low feedback volumes and limited insights.
Liam Smith, Customer Contact Director, Rank Group, says, “Developing a customer-centric culture is a key part of Rank Group’s strategy to becoming the UK’s leading multi-channel gaming operator. If we are to improve as an organisation it’s vital that we hear what we’re doing well and what we could improve on – directly from our customers and, most importantly, hear it in real-time.
“Rant & Rave is the ideal partner of choice for us as they understand the importance of capturing digital customer feedback in the moments that matter. Working with Rant & Rave will enable better visibility of the great service being delivered across the business and drive a culture of improvement through transparency of the Voice of the Customer”.
Kenny Bain, CEO of Rant & Rave, says, “We are delighted to be working with Rank Group and helping it get to the heart of what matters to its customers. Rank Group was looking for a real-time solution, enabling it to better listen to its customers and to understand their journeys – both the highs and lows. We believe that emotional engagement and understanding how customers feel should now be a prerequisite for all businesses. After all, emotions drive the hearts, minds and wallets of today’s consumers.”
Rant & Rave for Salesforce is available on the Salesforce AppExchange and empowers businesses to connect with customers, partners, and employees on an emotional level.