Rapide Communication Ltd > Products & Services > Rant & Rave

Really listening to your customers and employees means more than gathering their thoughts in a survey. Sometimes they have more to say than fits into your predefined questions, and sometimes you’re just not asking the right ones. To truly listen you need to gather their thoughts at the ‘moment of truth’ - the exact point at which they’re thinking them.

Rant & Rave uses cutting edge technology to let you gather your customers’ thoughts straight after service delivery, whether that’s by text message after experience in-store, by voice message after a customer service call, or via a feedback form on your website.

At the heart of Rant & Rave sits the award winning Sentiment Engine. It uses sophisticated text analytics to provide an ‘emotional response indicator’ for feedback left about your organisation, a satisfaction score, alongside a topic or topics your customers or employees have mentioned.

At the core of the engine resides NLP (natural language processing) techniques that are able to detect how positive someone feels towards your products and services. It is able to do this by understanding grammatical structures to search for verbs and nouns along with the sequences in which they appear. Alongside NLP are helper modules that are used to categorise and highlight certain words or phrases that may have particular importance. This is done using Named Entity Recognition.

Each piece of feedback gathered and understood gives an organisation a competitive advantage in the marketplace. Though the technology is complicated the process of using it is simple. Where Rant & Rave really comes together is the real-time Dashboard which allows organisations to have a quick and clear view into their staff and customer service. The Dashboard displays real-time graphs, statistics, categories and league tables as well as individual comments. It gives a clear indication to an organisation about how their brand, products and services are being perceived.