Fizzback has been included in the list of “Cool Vendors” in the “Cool Vendors in CRM Customer Service, 2008” by Michael Maoz & Ed Thompson, March 20 2008” report by Gartner, Inc.
The report covers vendors that offer innovative approaches and technology for improving the customer experience during service interactions. The report highlights the primary importance of the customer experience and begins “Businesses expend tremendous amounts of money and energy on marketing and sales, yet lose customers by providing inferior service experiences.”
“We’re thrilled to have been included, which we feel is recognition by Gartner for our revolutionary approach to customer experience management. Our clients are getting unprecedented detail on the mood of their customer base, and their customers not only have a voice, but are being listened to, responded to and having their feedback acted upon. We’re continuing to work with our clients, and industry experts, bringing further value to how consumer brands engage with their customers in a meaningful way to drive advocacy, loyalty and lifetime value” said Rob Keve, CEO of Fizzback.
Fizzback enables companies to have meaningful conversations with their customers via mobile devices. The journey begins with customer feedback at the point of experience, initiating a two-way dialogue that builds customer engagement, and ultimately drives advocacy. A unique artificial intelligence engine lies at the heart of the Fizzback system, driving large volumes of customer conversations at a low cost. Instant, tailored responses are provided to the customer, and front-line employees are alerted to take relevant action. Through an interactive dashboard, executives have a real-time insight into the ‘voice of customer’, including mission critical metrics such as net promoter score and propensity to defect.
About Gartner’s Cool Vendors Selection Process
Gartner’s listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to highlight interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness of a particular purpose.
Gartner defines a cool vendor as a company that offers technologies or solutions that are: Innovative, enable users to do things they couldn’t do before; Impactful, have, or will have, business impact (not just technology for the sake of technology); Intriguing, have caught Gartner’s interest or curiosity in approximately the past six months.
