LONDON, January 27, 2009 – Fizzback today announces that T-Mobile UK has selected the Fizzback Engagement Platform to manage their customer experience, improve customer satisfaction and drive superior staff performance.
T-Mobile’s mission is to enable a platform for connected life and work that offers both choice and simplicity. Driving best-in-class customer experiences at all stages of the customer journey is critical to achieving that objective. Recognising that the most reliable way to measure success is to ask customers about their experience while it’s still fresh in their minds, T-Mobile 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 to reaching out proactively to customers at key moments of truth, capturing their ratings on service performance and listening to top-of-mind thoughts about their T-Mobile experience. The insight gained is used to drive staff performance through real-time measurement of customer satisfaction and to enable T-Mobile to fine-tune the customer experience through immediate action to resolve issues and by identifying underlying customer trends.
Fizzback polls all T-Mobile customers via SMS immediately after a retail, telesales or customer service interaction, equating to hundreds of thousands of customer contacts per week. Customers simply respond to the SMS messages providing ratings on the experience as well as articulating their views 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, in some cases asking clarification questions
– Intelligently route the message to relevant teams for any required follow-up action
– Populate a real-time dashboard with views ranging from top-level KPIs to filtered verbatim comments and advanced analytics
Andrew Coull, Director of Retail T-Mobile UK, comments: “We’re committed to delivering a world-class customer experience across our sales and service organisation and by adopting the Fizzback solution, we are taking our existing processes for monitoring customer satisfaction 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.”
Gathering robust customer satisfaction data to drive contact centre performance has long been the challenge of customer service organisations, often leaving them to employ operational metrics such as ‘average handle time.’ Through Fizzback, T-Mobile is gathering huge volumes of performance data from the source that matters the most: their customers.
Russell Taylor, Customer Services Director, T-Mobile UK, elaborates: “Our intention is to use Fizzback in our 287 stores and our customer service organisation, allowing us to fine-tune our processes and improve employee performance. All levels of customer service benefit from immediate customer input which we will use to identify training requirements, provide coaching and derive robust key performance indicators.”
T-Mobile joins a growing list of customer service leaders that are partnering with Fizzback to ensure they delight their customers and differentiate themselves through a superior customer experience.
According to Fizzback CEO Rob Keve: “We’re thrilled to be working with one of the world’s leading mobile network operators, helping them to align their whole organisation behind delivering best-in-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.
Contact: 0845 067 1000
About T-Mobile UK
T-Mobile is one of the world’s largest mobile operators with more than 126.6 million customers worldwide and is the service provider of choice for 16.8 million customers in the UK, making it one of the largest networks.
T-Mobile has a range of innovative products and services, such as Solo, the SIM only option offering market-leading minutes and texts (at £30 per month) on a 30-day rolling contract; Combi, our best package deal; Flext, a unique tariff with a flexible allowance; U-Fix, a tariff that combines pay-as-you-go and a minimum term contract, and web’n'walk, which enables customers to surf the internet on the move. Competitive high-speed Mobile Broadband tariffs include access to the largest worldwide Wi-Fi network, with more than 1,000 HotSpots in convenient locations in the UK and 27,000 worldwide. Network coverage is among the best in the UK at over 99 per cent of the UK population. T-Mobile operates an advanced 3G HSDPA-enabled network capable of supporting effective mobile broadband speeds of up 4.5Mbps and is the first UK operator to provide a nationwide HSUPA capability for faster uploads.
For more information about T-Mobile UK, please visit www.t-mobile.co.uk
Contacts:
T-Mobile Press Line +44 (0) 7017 150 15
