We're thrilled that Sky has decided to join the Raveolution
Warwickshire (PRWEB UK) 20 August 2015
Using a combination of text messages and email, Sky regularly invites customers from the UK and Republic of Ireland to express their views following a contact centre interaction, a visit from an engineer or a purchase from a retail outlet.
From September, Rant & Rave's customer engagement platform will capture this feedback and instantly understand each comment using its sentiment analysis capability, before presenting results back to Sky in a dashboard to enable them to take action.
Insight gathered will be used to drive employee engagement and training, understand where processes can be simplified and to optimise Sky's products, the service they offer and overall customer experience.
Simon Hill, Director, Sky Insight & Decision Science, said: "At Sky, we're always striving to get closer to our customers and to understand how they really feel when they interact with us. Our decision to partner with Rant & Rave and to deploy its real-time technology brings us even closer to that goal."
Dennis Fois, Rant & Rave's CEO, said: "We're thrilled that Sky has decided to join the Raveolution. It's always impressive when organisations who are already excelling at customer experience understand that there is always more to learn and aren't content to rest on their laurels."
Notes to Editors
1. Voice of the Customer – Voice of the customer is a term used to describe the in-depth process of capturing a customer's expectations, preferences and aversions.
2. Sky UK recorded record-high customer satisfaction levels and generated the fewest complaints of any provider of pay TV, broadband and home phone services in Q1 2015. Find out more in Ofcom’s Telecoms and Pay TV Complaints Q1 (January to March) 2015.
About Rant & Rave
Rant & Rave (formerly known as Rapide) was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, counting half of the FTSE as clients.
Its multi-channel solutions let brands proactively communicate with and gather fast feedback from their customers to manage and measure their experience. By providing solutions which are customer, not brand, centric Rant & Rave helps its clients to transform Ranters into Ravers and turn happy customers into lifelong advocates.
To find out more about Rant & Rave visit http://www.rantandrave.com.
Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading customer service and use innovative new technology to give customers a better TV experience, whenever and wherever they choose.
For more information visit http://www.sky.com/corporate.