LONDON, December 9, 2009 – Fizzback today is pleased to announce that Ireland’s consumers have joined the Fizzback world: Meteor, the Irish mobile communications provider, has selected the Fizzback Engagement Platform to manage their customer experience, improve customer satisfaction and drive superior staff performance across its retail estate. Meteor strives to deliver consistently simple, effective, hassle free, value for money communications for people on the move. Driving a superior service throughout the customer experience is critical in achieving that objective. In the knowledge that the most reliable way to measure success is to ask customers about their experience while it’s still fresh in their minds, Meteor has selected the real-time Fizzback Engagement Platform to initiate a feedback dialogue with their customers when it matters most.
The Fizzback system provides a revolutionary approach by reaching out proactively to customers at key moments of truth, capturing their ratings on service levels and top-of-mind thoughts about their Meteor experience. The Live Customer Feedback is used to drive staff performance through real-time customer satisfaction measurement and enables Meteor to fine-tune the customer experience at local levels by identifying underlying customer trends.
Fizzback polls every Meteor customer via SMS immediately after a retail transaction instore. Customers simply respond to the SMS messages with their customer satisfaction rating and opinion of the experience in their own words. The unique Fizzback artificial intelligence engine immediately extracts meaning from the message, including type, topics and sentiment, and employs process automation to:
* Instantly derive and deliver an appropriate response to the customer
* Intelligently route the message to relevant teams for any required follow-up action
Meteor’s senior management, store managers and sales advisers have personalised views of a real-time dashboard populated with key performance indicators, verbatim comments and advanced analytics. The dashboard is highly interactive, with the ability to drill into various levels of the retail hierarchy and filter by store, employee, sentiment, topic, product and date.
Garry Doyle, Sales Director at Meteor comments: “We’re committed to delivering a superior service across our whole operation and by adopting the Fizzback solution we will take our customer experience to the next level. Fizzback allows us to reach out to all our customers, rather than just a sample, ensuring we can act upon every customer comment. Critically, the information gathered helps our front-line employees to help our customers, creating a genuine service culture.”
Meteor is the first Irish company to adopt the Fizzback approach and joins a growing list of leading organisations that have harnessed the system to ensure they delight customers and differentiate through a superior customer experience. Meteor is already reaping the benefits of executing against this strategy, winning “Company of the Year” at the FBD Retail Excellence Ireland Awards 2009.
According to Fizzback CEO Rob Keve: “We’re privileged to be working with a truly innovative mobile communications providers and Ireland’s leading retailers. We look forward to helping them continue to deliver world-class customer experiences.”
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.
Contact: 0845 067 1000
