Rant & Rave is a major real-time customer engagement tech specialist with Matchesfashion set to use the ‘Rant & Rave for Salesforce’ product globally.
It moves the luxury e-tailer away from needing to gather survey-led feedback and should “place the customer at the centre of its journey, allowing the brand to understand what its customers really think about its experience, and how to improve it.”
And finding out what customers think is both increasingly important and increasingly difficult. Matchesfashion currently delivers to 176 countries, which makes reaching its wide customer base via surveys no easy task. Yet in a world where rivals such as Yoox Net-A-Porter and Farfetch are expanding fast and investing heavily in growth, it’s a task that has to be faced and the business can’t afford to fall behind.
“Our partnership with Rant & Rave will enable us to understand what customers really think about their experience with our brand and shape it accordingly,” Ines Lareo, Matchesfashion’s Customer Experience Director, said. “Listening to customers goes beyond just running surveys, it’s about capturing the most important part – their sentiments and feelings.”
As mentioned, previously the retailer captured customer feedback via a single delayed multi-question survey “which meant that feedback volumes were low and the insights gathered [were] limited.”
The new system will allow for multi-channel feedback via email, SMS, website and mobile app, “capturing customers’ emotion in their own words and native language, at the key moments of their journeys that matter most to them.”
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