M&S taps Rant & Rave CX offerings

Marks & Spencer is rolling out Rant & Rave’s customer experience platform.

The retailer’s customer sales and service centre, which responds to over 11 million customers per year, will have access to customer feedback in real-time, which will be shared across the wider business.

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M&S will be implementing the following Rant & Rave offerings: Voice of the Customer; which allows consumers to share their feedback via a multitude of channels, including email, webchat, SMS and Interactive Voice Response (IVR), and then analyses the sentiment of the responses in real-time; Frontline Engagement; which, through a dashboard, enables contact centre staff to track and analyse their own performances.

Jo Moran, Head of Customer Service at M&S, says: ”Putting the customer at the heart of everything we do is a real differentiator for M&S, especially as we look to grow our digital offer in an increasingly competitive retail market. The insight from the real-time customer feedback will help us become more relevant, more often to its customers as we listen and respond to their feedback in a faster and more streamlined way than ever before.”