Many would see it as an industry revolution. The truth is that Fizzback™, the pioneer in real-time customer engagement, is changing the way mobile retailers listen to their customers, enforcing a major change in business culture. At a time when customers are thinking very carefully before parting with their hard-earned cash, industry leaders including The Carphone Warehouse, T-Mobile and Phones 4u have recognised the value of customer satisfaction and the difference it can make to their performance. More importantly, by adopting the Fizzback service, these companies are endorsing a new business mentality and encouraging a change in employee behaviour that makes all employees accountable for every interaction with existing and potential consumers.
The Fizzback service, which captures and analyses consumer feedback in real-time, has proved invaluable for Phones 4u. “Every day I can sit down and I know exactly what’s going on in the business and I can go away and do something about it. Most importantly you can’t argue with what the customer says because they text you and say “I went into this store and this is what happened to me, then it’s up to the business to do something about it”.” explains Tom Shorten, Operations Director at P4u. Since adopting the Fizzback service, the mobile retailer has seen complaints drop more than 60% and advocacy rates improve by 36 points in the last year alone, which Shorten attributes to the fact that “we’re dealing with things immediately”.
For Mobile Today’s Retailer of the Year, Carphone Warehouse, Fizzback provides a comprehensive approach to customer service. Earlier this week, the company announced the introduction of a staff bonus scheme based on positive and negative feedback on individual employees which is also facilitated by the Fizzback solution. Ashley Cook, Business Operations Director for CPW adds: “We’re committed to offering the best customer service on the high street. Fizzback gives us a new level of visibility into the in-store customer experience, drives staff behaviour and provides actionable insight into areas for improvement.”
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.
