LONDON, December 18, 2008 – Fizzback today announces that The Carphone Warehouse has selected the Fizzback Engagement Platform to assess their customer experience, improve advocacy and drive superior employee performance.
Effective customer experience management is central to The Carphone Warehouse’s core business of helping customers understand technology. Ensuring that their customers are satisfied with in-store service is critical to ensure they keep coming back, and recommend The Carphone Warehouse to their friends and family. This virtuous cycle of customer loyalty and advocacy is core to the company’s growth strategy.
The Fizzback system provides a revolutionary approach to reaching out to customers at key moments of truth, listening to their top-of-mind thoughts and taking immediate action to resolve any issues. The insight gained is used to drive employee performance though real-time measurement of customer satisfaction, and to fine-tune the customer experience.
Ashley Cook, The Carphone Warehouse’s Business Operations Director states: “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 and provides actionable insight into areas for improvement.”
According to Fizzback CEO Rob Keve: “We’re thrilled to be working with Europe’s largest independent mobile phone retailer, 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 employees 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
