Fizzback, leader in Customer Experience Management (CEM) solutions, is delighted to announce that Telefónica Germany have selected Fizzback to measure and help improve performance across both their retail and contact centre operations. Telefónica Germany, part of Telefónica Europe, offers mobile telecom products, DSL fixed network telephony and high-speed internet services. The company has around 17 million private and business subscribers across Germany with over 3,000 agents and 1,000 stores.
The company was looking for a solution which would gather feedback from every part of their business and consolidate the insights gained into one source, to fully understand the voice of customer. The feedback and reporting needed to be in real-time, enabling the business to react quickly to improve the customer experience across all channels, while also rapidly recovering dissatisfied customers.
The innovative solution was also attractive to Telefónica Germany as verbatim comments were automatically analysed by Fizzback’s Natural Language Processors (NLP), enabling the company to quickly discover the true drivers of customer’s satisfaction and dissatisfaction and act accordingly. In an initial project, Telefonica Germany was thrilled to uncover issues straight away and act upon them. Fizzback’s best practices and multi-channel solution has also helped Telefónica Germany gain industry leading response rates, unlocking a total view of the voice of customer.
“Understanding and knowing your customer is the most important advantage we can have over our competitors. Fizzback is definitely our partner of choice to gather and analyse customer insights and stay ahead of the competition,” said Robert Wiedemer, Senior Specialist, Telefónica Germany.
Fizzback CEO, Rob Keve commented, “We are very excited to be working with Telefónica Germany, to help them to unify their feedback into one source. By capturing the whole voice of customer and measuring feedback from the entire business, Telefónica Germany will be able to accurately and quickly highlight drivers of satisfaction, enhancing the customer experience.”
About Fizzback
Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using Natural Language Processors, driving relevant responses, prompting company action and providing powerful insight into the voice of customer. Tesco, Eurostar, T-Mobile, O2 and other leading global companies make up just a part of our ever-growing customer base. Our technology can be applied across many industries, including online gaming and entertainment — for example, analyzing player feedback from a pragmatic play demo to enhance user engagement and retention.
