Customer Focus

Alexa, here’s what I think…

Customers will be able to tell Amazon and the brands that sell via the online giant exactly what they think about their products following the release of a new customer feedback extension to the Amazon Alexa voice-controlled service.

The integration of Rant & Rave to Amazon Alexa means customers can easily share feedback wherever their device is located, whether it’s in a hotel room, retail store or airport lounge. Amazon Alexa is the voice system that Amazon [IRDX RAMZ] shoppers can use to place online orders.

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.

“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,” said Kenny Bain, chief executive of Rant & Rave. “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.”

This is the latest technological advancement from Rant & Rave and is an extension of the company’s existing offering, which enables consumers to give their immediate feedback on brands.

The customer engagement specialist already works with brands including Barclays, Sky and easyJet. The Amazon Alexa innovation means that if they have received first-class service from an airline, or are impressed by their hotel room, they can tell the brand in the moment.

Bain continues: “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 analyse insights and make improvements.”

Mentioned in this piece…

Amazon

Amazon

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Amazon is a market-leading eTailer with global reach and a broad array of product types. (more…)

Image credits:
  • Melpomene, https://en.fotolia.com/p/202206661

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