Tesco has been shortlisted at both the Retail Week Awards and The Retail Business Show Awards for their innovative use of the Fizzback service to engage customers and capture real-time feedback.
The nominations for ‘Customer Service Initiative of the Year’ and ‘Best EPOS’ reflect the value Tesco is deriving from the ‘Every Comment Helps!’ campaign which enables the retailer to gather top-of-mind customer feedback when it matters most: in store and at the customer’s point of experience. Tesco wanted to make it as easy as possible for customers to engage with them using natural language, whether to pay a compliment, ask a question, make a suggestion or raise a concern. They employed Fizzback to capture customer feedback through free SMS text, email, free-phone voicemail and freepost comment cards. Tesco are now able to use this real-time feedback to respond to customers, take actions that improve the shopping experience and make clear their commitment to proactive interaction.
According to Fizzback CEO Rob Keve: “We’re pleased that Tesco has been nominated for these prestigious awards. We re convinced that their commitment to listening and responding to customers will serve them well during these challenging economic times.”
These most recent nominations are the latest data points that show Fizzback’s growing momentum in the Retail sector. Earlier this year, Fizzback were crowned “Supplier of the Year” at the European Retail Solutions Awards, and won “Best use of In-store Marketing” with Marks & Spencer at the Retail Systems Awards.
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 067 100
