Online fashion retailer Matchesfashion.com is implementing a new global multi-channel feedback programme
It will deploy Rant & Rave for Salesforce globally to replace the old system which captured customer feedback via a single delayed multi-question survey which meant that feedback volumes were low and the insights gathered, limited.
Rant & Rave will provide a global multi-channel feedback programme (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.
Ines Lareo, customer experience director at Matchesfashion.com
, said: “We were looking for a global customer engagement solution to support us in capturing customer feedback and behaviour across key touch points of their journey. The customer is at the centre of everything we do and listening to them to meet their expectations is a key component in building customer loyalty.”