Steinhoff has deployed Upland Rant & Rave’s customer feedback tech across its Bensons for Beds and Harveys Furniture brands. The roll-out covers in-store, SMS and call centre.
“We wanted a supplier that cares about the customer experience just as much as we do. This, coupled with the effective sentiment analysis capabilities and easy to use dashboard, made Upland Rant & Rave the ideal partner for us,” says Rav Billing, Head of Insight & CRM at Steinhoff.
“We have run customer satisfaction programmes for the last few years and have always strived to make improvements according to what our customers have to say, but by enabling customer feedback to be shared across all levels of the business, the Rant & Rave platform gives us the ability to be more agile in identifying trends to provide clear evidence to support the validity of any strategic business change.”