Instant insight from a customer service call

BOC is the largest supplier of industrial gases and related products in the
UK. They pride themselves on the high standard of service they offer their
customers. They needed a way to check that inbound service calls were
being handled effectively and that customers’ expectations were being
met.

They now use Rant & Rave to capture feedback from their customers at
a key Moment of Truth, just after they have spoken to a call centre agent.
Customers are transferred to a feedback platform straight after they
have finished a call and are asked to share their thoughts on the service.
Award winning text analysis is then used to understand the comments
and instantly highlight areas of concern or opportunities for praise.

“Rant & Rave has proved invaluable in learning what our customers
genuinely value about the service we provide and also enables us to
give constructive feedback to our colleagues.”