Case Study: Atos achieves tenfold higher customer response rates with Rant & Rave

Atos increases response rates tenfold

Atos, the French IT services giant, needed a better way to gather feedback from busy B2B customers, since collecting a single response cost £50 and engagement was low. Atos turned to Rant & Rave to make feedback capture easier and more immediate, with real-time insight that could help address issues as they happened.

Rant & Rave implemented a multi-channel feedback solution using IVR voice messages and email, with comments transcribed and analysed in real time on a dashboard integrated into Atos’s internal systems. The results were dramatic: response rates rose to over 35% by email and up to 90% via IVR, while survey costs fell from £50 to 10p per response.

Atos

Sam Ellis

Head of Customer Experience & Loyalty