Case Study: Lowell boosts Trustpilot score with Mobile Commons' Rant & Rave platform

Lowell boosts Trustpilot score from 4.2 to 4.4 with Mobile Commons

Lowell, a financial services company, sought to build a more customer-centric culture and improve its feedback collection to enhance decision-making. To achieve this, they implemented the Rant & Rave platform from vendor Mobile Commons to capture rich, real-time customer insights.

The solution from Mobile Commons provided Lowell's agents with a Frontline dashboard to gather feedback throughout the customer journey. Using a sentiment engine to analyze verbatim comments, the system identified key topics and customer emotions. This implementation collected over 40,000 pieces of actionable feedback, led to 90.5% of customers giving agents the highest score, and increased Lowell's Trustpilot score from 4.2 to 4.4.

Lowell