Fizzback and The Carphone Warehouse were the recipients of a prestigious award in recognition of Carphone’s drive toward world-class customer service. Winners in the category “European Solution of the Year” at the Retail Systems Awards, Carphone’s Helena Mandleberg was joined on stage by Fizzback’s James Ireson and John Coldicutt to collect the award from the host, actor and presenter Chris Barrie.
Fizzback has been working with The Carphone Warehouse since September 2008, helping the retailer remain the number one choice on the high street by executing on a truly customer centric strategy. Immediately following a purchase from one of Carphone’s 814 UK stores, customers are asked their willingness to recommend the retailer on a zero to ten scale, and the reasons for their rating. Fizzback orchestrates the customer dialogue using a highly personalised, intelligent polling engine that includes process automation and natural language processing technology. The ratings are used to derive Carphone’s World-Class Service Score (WCSS) which is used to drive bonus payments across the retail estate.
Customers who give low ratings are automatically contacted by a team of fast-response agents who are empowered to resolve their issues. The whole organisation has access to a real-time interactive dashboard that breaks feedback down by topic, sentiment, store, product and customer type. Colleagues in store are able to see how their performance compares to their peers and where their store sits on the company league table, ranked by the World-Class Service Score.
As a result, The Carphone Warehouse has seen a significant improvement in their customers’ willingness to recommend them to their friends, and a commensurate reduction in complaints.
Ashley Cook, Business Operations Director at The Carphone Warehouse states: “We’re delighted that the rapid results we’ve achieved with Fizzback over the past year have been recognised by retail industry leaders.”
Fizzback CEO Rob Keve continues: “We’re very proud of our partnership with The Carphone Warehouse. They deliver world-class customer service by listening to and acting upon their customers’ comments.”
About Fizzback
Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer feedback at the point of experience and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of comments. Tailored responses are generated and delivered in real-time, driving meaningful conversations. Relevant staff are intelligently alerted, enabling companies to resolve customer issues quickly, and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.
Fizzback™ is being used by companies determined to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.
Headquartered in London, Fizzback is privately owned and backed by Advent Venture Partners and Nauta Capital.
