The mass-appeal of social sites has given consumers an unprecedented platform to speak up. That, tied with the current climate of uncertainty and an already palpable change in consumer attitude and purchasing behaviour has resulted consumers becoming increasingly more vocal about their experiences, good and bad. Never has customer engagement been more relevant.

While social sites allow consumers to share their views with the wider online community, Fizzback™, the pioneer in real-time customer engagement, provides an unprecedented opportunity for consumers to engage with brands directly. The ease-of-use and immediacy of the Fizzback service has resulted in a steady increase in the volume of customer feedback received over the last few months. This has coincided with a steep rise in the amount of time Fizzback’s clients are investing in analysing the intelligence gathered by the Fizzback artificial intelligence engine.

In May alone Fizzback engaged approximately one million unique consumers in a dialogue about their experience with brands across a range of industries including telecommunications, retail, financial services, leisure and transport. The feedback, which was received across a variety of channels including text, email and voice, represents a significant rise in client adoption of the Fizzback service but more importantly, customers’ willingness to participate in a dialogue with brands.

Response rates to proactive feedback requests range from 20-40 percent on average. Interestingly, in recent months, Fizzback has seen a correlation between consumer confidence and overall sentiment. Staff and product availability are the strongest drivers of feedback. When it comes to staff, consumers are more likely to comment (positively and negatively) on friendliness, attitude and expertise.

“We’re committed to delivering a world-class customer experience across our sales. Fizzback allows us to reach out to all our customers, rather than just a sample, ensuring we can act upon every customer comment,” enthused Andrew Coull, Director of Retail T-Mobile UK.

Fizzback CEO, Rob Keve, added: “Fizzback has clearly captured the imagination of both consumers and business leaders alike. As a result, Fizzback has become a powerful tool that builds bridges between brands and consumers, creating value for both parties.”

Over the same period of time, more than two thousand business users of the Fizzback dashboard spent an overall total of 3.7 million minutes analysing their customers’ comments with a total log-in count of more than 25,000 sessions, which equates to 1½ hours per business day. The increase in visits to the Fizzback dashboard is testament to the appetite of businesses for ‘real-time’ information and equally, a demonstration of their commitment to listening to their customers as their primary source of validation.

The Fizzback platform can provide a level of detail that was not available before. Consumer brands are able to define the key performance measures which are intelligently assembled by the Fizzback system using artificial intelligence and real-time analytics. The intelligence derived is disseminated through a live dashboard organised by functional area. In many cases, the feedback received includes unprompted comparative information about competitor businesses allowing client partners unprecedented insight.

Ashley Cook, Business Operations Director at The Carphone Warehouse commented: “Fizzback gives us a new level of visibility into the in-store customer experience 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.

Contact: 0845 067 1000