News : Dee Valley Water Partner with Rant & Rave
Coventry, UK, Sept 8, 2015 -- Customers who have recently interacted with the Dee Valley Contact Centre will now be invited to share their thoughts on the service they've received via text message or email - the method used will be driven by each individual's contact preferences.
Rant & Rave's Sentiment Analysis platform will then understand all comments instantly and flag areas in need of attention so Dee Valley staff can take action. As well as bringing contact centre staff closer to their customers, the system will be used to rectify issues, identify training needs and highlight opportunities for praise.
The water company will also use Rant & Rave's Frontline Engagement module to present the voice of their customers back to the wider business in a fun and engaging way. Individual agents will be able to read feedback received specifically about them and view how their performance compares to others within their team.
Ian Plenderleith, CEO of Dee Valley Water, said "At Dee Valley Water we're constantly striving to put the voice of our customers at the heart of everything we do. Rant & Rave's real-time capability means we'll be able to take action much more quickly and will provide valuable coaching opportunities for our staff."
Dennis Fois, CEO of Rant & Rave, said "We're thrilled to welcome Dee Valley Water to the Raveolution. The combination of Dee Valley Water's customer centric philosophy and our vast experience in the Utility sector means we'll form a great partnership"
Posted by Veronica Silva Cusi, news correspondent
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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.
About Dee Valley Water:
Dee Valley Water plc is a water supply only company, covering 831 square kilometres of North East Wales and the North West of England.
Published: Friday, September 11, 2015