Fizzback, the real-time customer engagement leaders, continue to gather vast quantities of rich customer insight across the Retail, Banking, Telecommunications, Travel and Leisure industries. In September 2008, Fizzback passed the milestone of 200,000 Fizzbacks per month, the equivalent of 2.5 million a year, across the core Fizzback channels – SMS text, email, voice and web. With additional leading brands adopting the Fizzback service, this number has grown in just four months to over 330,000 per month, or 4 million Fizzbacks per year.
Traction in telecommunications has been a key catalyst of this rapid volume growth, with Fizzback gaining insight into the majority of mobile handsets sold with Phones 4u, The Carphone Warehouse and T-Mobile all gathering insight into the sales process across their whole UK retail estates. A second volume driver has been expansion into more stages of the customer journey, including in-store browsing, multi-channel sales, installation, invoicing, customer service, support and repairs.
Fizzback, CEO Rob Keve, comments: “This new milestone further demonstrates consumers’ willingness to engage with their suppliers via the Fizzback service. We’re now gathering rich insight across the whole customer lifecycle, through all elements of marketing, sales and service. As a result, we’re helping our clients to improve the whole customer experience, mapping out how they’re performing at key moments of truth, and ensuring they can act rapidly to fix specific customer issues along the way.”
Fizzback employs proprietary artificial intelligence, generating adaptive responses to engage consumers in a true dialogue around their experience. Due to the conversational nature of Fizzback dialogue, repeat usage is very high with many consumers. The Fizzback system generates Intelligent Alerts to enable brands to take immediate action where necessary to assure their customer relationships, reinforcing the customer’s decision to engage in the first place. Senior management are able to make strategic changes to their business through transparent insight into what drives their customers.
Rob Keve continued: “It has never been more important for brands to reach out to all their consumers, giving them a voice, and listening to and acting upon their comments. Engaging customer in such a way should stand them in good stead through tough economic times.”
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
