Customer Experience Management

Rant & Rave Builds Customer Feedback Integration with Amazon Alexa

via Rant & Rave

Rant & Rave, the customer engagement solutions provider, announced that they have developed unique customer feedback integration for Amazon Alexa, Amazon’s cloud-based voice service. This will help brands using Amazon Alexa transform the way customer feedback is captured, enabling more refined consumer-brand interaction in real-time.

The new customer feedback system built by Rant & Rave with Amazon Alexa features within a brand’s skill on the device, allowing customers to give real-time feedback on their experience. The new integration of Rant & Rave with Amazon Alexa means customers can share their feedback quickly and easily in their own words anywhere via their Amazon Alexa-enabled device.

Kenny Bain, CEO of the UK-based customer engagement company says, “This is a new era for customer service and it’s powered by immersive customer engagement; speed and convenience is everything for today’s discerning consumer. As a result, brands are looking for ways in which they can interact with their customers to find out how they feel in real-time, both positively and negatively, with a minimum amount of effort from the customer.”

Customers using the feedback service will be asked to score their experience and then provide feedback in their own words. Rant & Rave’s Sentiment Engine analyses the feedback in real-time, creating actionable insights which are sent directly to the brand, presented via an online dashboard, or directly into their CRM system, connecting the customer experience insights to the customer interaction history.

Bain adds, “With this innovative solution, we are providing brands with an opportunity to show that they care what their customers think, that they are listening and that they want to act upon their feedback.”

“At Rant & Rave, we believe we are living in the Age of Emotion. Consumers are emotionally involved with brands throughout their entire experience, even if it’s only through a ‘like’ or a ‘share’. In order to capture the true emotion of customers, brands need to be engaging with them in those key moments; when they’re pleased, excited, disappointed, angry – it’s all vital feedback that they need, and want, to receive in order to analyze insights and make improvements.”

According to a report from Consumer Intelligence Research Partners (CIRP), there are 8.2 million customers who own an Amazon Echo device. As on February 2017, Amazon Alexa has over 10,000 skills available on devices, including Amazon Echo. This numbers by themselves indicate the kind of market Rant & Rave could cater to in coming days.

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