Gold Standard Customer Service

Atos is an international information technology services company.
They needed a quick and effective way of ensuring that they were
offering the brands they support the very best service. The Home Office,
NHS Scotland, and the Ministry of Justice are just a few of the leading
companies that Atos count as clients. They wanted to be able to collect
feedback from end users of their service in real-time so that they could
respond to them immediately.

Atos now adopt a multi-channel approach to gathering insight from their
customers, by using Rant & Rave to collect comments both via voice
message after they have spoken to a call centre agent, and via email
once a service issue has been resolved. Since implementing the service
they have enjoyed response rates in excess of 35% from emails and up to
90% after a customer has spoken to a call centre agent.

All customer comments are understood in real-time by award winning
text analysis and presented back to Atos on a colourful and interactive

dashboard which highlights key themes and problems, as well as allowing

more in-depth analysis of each individual comment.

By gathering feedback at the ‘Moment of Truth’ Atos are be able to
respond appropriately to feedback, rescuing unhappy customers before
they become detractors and thanking those who are satisfied for their
custom. Since implementing Rant & Rave the system has not only
alerted Atos to factors important to customers that they were not
previously aware of but it also acts as a quality of service assurance to
the brands that they support.