The end of 2010 was a very exciting time for Fizzback. As well as several new business wins,  the company signed four significant  contract  extensions which see a number of clients continuing to use Fizzback to push excellence in customer engagement and customer service into 2012 and beyond.

Among the huge names to sign extensions with Fizzback was the award winning partnership with Everything Everywhere, Carphone Warehouse, Waitrose and National Express:

  • Everything Everywhere (Formerly separately known as T-Mobile UK and Orange) use Fizzback in all UK T-Mobile call centres and their retail store operation, driving excellence in customer service. These call centres serve around 16.8 million customers in the UK and are staffed by thousands of agents. By using Fizzback, T-Mobile has seen a 30 point increase in customer satisfaction in just one year and a 10 point increase in their First Call Resolution. Call centre agents are bonused using the scores that the Fizzback system collects and analyses, with high performers praised as ‘service role models’. In the retail operation T-Mobile polls all customers who either purchased or received an in-store repair.
  • Waitrose is continuing to use Fizzback into 2011 to gather feedback from a range of branches from Food and Home to Boots Trial Branches. To maximise engagement across its entire range of stores and customers, Waitrose use Fizzback across a number of different channels to gather customer feedback -including, SMS, IVR, Phone, Web Surveys and Email.  Through Fizzback’s real-time dashboards and “Engage” periodic reports and insight, the Fizzback solution gives invaluable insight into customer’s reactions to new ventures such as its new group of Convenience Branches called “Little Waitrose”.
  • National Express completes the fourth extension for Fizzback. National Express use Fizzback to engage with its customers via stickers placed on the windows of its coach fleet asking for feedback. After implementing Fizzback, National Express instantly resolves 98.7 per cent of all issues, most of which the company simply would not have known about before Fizzback was implemented. Traditional methods of capturing feedback such as questionnaires and surveys proved cumbersome, taking up valuable time to input results, analyse and gain any resulting insight. By using the Fizzback solution National Express are not only able to gain valuable and actionable insight in real-time, but they are also able to respond to customers (something that traditional methods did not usually allow).

The success in 2010 will act as a perfect springboard for 2011 in which Fizzback will continue its ambitious expansion and increase its client base to include more of the world’s biggest brands. In achieving this Fizzback will not only continue to offer its current excellent service but improve and increase the range of products available to its clients. Fizzback strives to put all its clients in the best possible position to be able to hear and fully understand the voice of the customer, and create the complete CEM system.

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About Fizzback

The Fizzback Group are innovators in customer engagement management.  Founded in 2004, the award winning Fizzback solution helps companies to listen, respond and act in real-time to their customers’ comments.  Feedback captured at the point of experience is analysed automatically using a unique artificial intelligence engine, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority.  Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.