Fizzback, leaders in instant feedback, have been gathering vast quantities of rich customer insight across the Retail, Banking, Telecommunications, Travel and Leisure industries. Fizzback has passed the milestone of processing 200,000 comments a month, the equivalent of 2.5 millions comments a year, across the core Fizzback channels – SMS text, email, voice and web. Over the past six months Fizzback has found that the rate of instant feedback has been growing at an unprecedented rate as the popularity of the Fizzback service has spread.
Fizzback captures verbatim customer comments and structures the verbatim feedback for brands to easily interpret the insight and action any issues raised. The feedback is sent by consumers at the point-of-experience, when their top-of-mind thoughts about the experience are most relevant. SMS text is by far the most popular channel for sending feedback whilst in-situ, email is the next most widely used channel, followed by voice, with web and other media making a small percentage of the total.
Fizzback, CEO Rob Keve, comments: “This is a massive milestone for Fizzback and demonstrates that the service has strong and growing traction with consumers. To be receiving over 200,000 Fizzbacks a month there must have been a large base of silent consumers with opinions about the service they receive that went unexpressed – until now. We are delighted to be able to give them a voice and help the brands interact with willing consumers to improve service”
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. The Fizzback Engagement Platform was built on a ‘services-orientated architecture’ (SOA), employing server and process clustering, so Fizzback can scale beyond any practical limitations. Recent testing shows that around 3,000 messages can be processed per second.
Rob Keve continued: “We’re delighted to be facilitating such a rich exchange of information between consumers and brands. The feedback loop we’re providing helps brands to make immediate informed decisions to do more of what’s working well, whilst continuously identifying opportunities for improvements. 2.5 million Fizzbacks a year represents 2.5 million new opportunities to learn from those who know best about our clients businesses’, namely their customers”
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
