Pets at Home has rolled out Upland Software’s Rant & Rave Sentiment Engine and Customer First platform.
“We decided to use the technology because of the simplicity and concise questions we can issue to customers through it. We’re able to easily and effectively issue quick surveys and feedback requests within 15 minutes of a customer’s case being closed out in the call centre. Feedback is instantaneous which allows us to better handle customer issues in future,” says Stuart Livingstone, Retail Operations Direct at Pets at Home.
Pets at Home is using Rant & Rave to send three question surveys to customers via SMS and email. Through the Sentiment Engine, it is analysing the results daily to determine customer satisfaction levels, find out what the key concerns are and help people self-serve where possible, outside of the call centre.
Since initial deployment, one of the most common concerns found was customers asking for the status of their orders. Pets at Home implemented tracking for all purchases and saw a 20% decline in people calling for that purpose.