Phones 4u is using SMS technology to bolster its CRM strategy to slash churn and improve customer satisfaction and loyalty.
Customer feedback specialists Fizzback will provide Phones 4U with the technology to gather instant response and engage with customers through SMS-based dialogue.
Phones 4u will send customers an SMS message after their first store visit to enquire about their experience. A further SMS will be sent after the customer has received their first bill.
Customer comments will be analysed by Fizzback’s artificial intelligence engine, which understands and categorises free-form customer responses. Customers will receive an immediate response thanking them for their feedback and, where appropriate, notifying them of the action being taken to rectify any problems.
Jim Slater, director of Marketing and CRM at Phones 4u, comments: “Fizzback will provide us with vital insight into the mood of the customer base and how our stores are driving satisfaction and advocacy. We view it as an essential component of our customer management strategy.”
http://www.precisionmarketing.co.uk/Articles/256760/Phones+4U+boosts+CRM+.html
