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News UK invests in innovative technology to strengthen their customer experience – Rapide’s Rant & Rave

by on December 13, 2013 in Lead story

Coventry (PRWEB UK) 14 November 2013 — News UK, the newspaper publisher and global media services company, has invested in Rapide’s Rant & Rave platform to engage customers and find out what their customers really think of the service…Read On …

News UK, the newspaper publisher and global media services company, has invested in Rapide’s Rant & Rave platform to find out what their customers really think of the service they provide.

From now on, every subscriber who phones the call centre will be invited to share their thoughts on News UK’s publications and the service they receive in real time via IVR (Interactive Voice Response) – an automated feedback recording platform.  They are asked two simple questions – firstly how easy it was to get in touch with the group, and secondly, how satisfied they were with the service they received when they did make contact.

That feedback is then analysed and uploaded onto the Rant & Rave dashboard that is instantly visible for staff to see – and react to in a way they see fit.

News UK is well known for publishing The Times, The Sunday Times and Britain’s best-selling newspaper, The Sun, with 72% of the UK being in touch with their titles or related websites.

Beverley McIntyre, Head of Customer Operations at News UK says: “We always strive to deliver the best service possible to our subscribers and the most effective way to find out what they really think is to ask them to share their thoughts in their own words.  Rant & Rave gives us the ability to do this in real-time so we can react quickly.”

Not only does the system provide insight on the general satisfaction of their customers, but it is also a useful tool for driving change.  Staff can use the feedback given as evidence for theories for change.  For example, when customers report a fault with the way one of their publications renders on a particular type of digital device their technical team can swiftly take action.

Nigel Shanahan, MD at Rapide says: “We’re thrilled to welcome News UK to our client base.  Insight into what you are doing right and wrong in your business is key to success and listening to customer needs is a great way to foster loyalty.  We know that it will have a significant impact on their bottom line.”

Rapide is one of the UK’s leading customer engagement companies, providing their expertise and award winning technology to half of the FTSE.  Recently two of their other clients (Daisy and Affinity Water) were recognised as finalists in the UK Customer Experience Awards thanks to their use of Rant & Rave.

 

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