Platform

The Fizzback Engagement Platform enables multi-channel customer communication, either initiated by the customer or the company, in an automated or intervened manner.

Unstructured customer feedback is collected through Fizzback Channel Connectors covering SMS text, email, voice, web and comment cards. Fizzback’s unique artificial intelligence engine categorises and structures this data, extracting meaning and context and in many cases, location. The engine learns from each interaction, copes with poor grammar such as text speak, and having processed over a million messages, has become very smart indeed. The engine reveals its level of confidence for understanding each interaction, and in rare cases where it isn’t sure, it can ask the customer for missing information.

The derived meaning is used in four main ways:

  • A tailored, in-context response is sent to the customer
  • Relevant staff are immediately alerted to take action on a specific issue
  • A real-time dashboard is populated with both the verbatim comments (including audio files where relevant), the derived categories and key performance indicators. The dashboard is customized to the user’s information needs and allows business to steer by voice-of-customer
  • Data is integrated into third party systems (such as CRM and incentive systems) to ensure information consistency and drive action and employee behaviour

A fully hosted platform, no IT integration is required. Just a browser is required, and the Real-time Dashboard supports all major browsers. The Fizzback Information Gateway supports data exchanges through standard web services protocol.


 

Product & Service Feedback


How well is your new range of products being received by your customers? What do they think of the new service offering? Getting an early read on the success of new launches is vital – it helps to drive investment decisions in manufacturing, logistics, sales and marketing.
Including feedback instructions on packaged goods and service documents is a great way to engage consumers, allowing them to articulate their top-of-mind thoughts during product or service consumption. Product and brand managers benefit from large volumes of real-time insight, providing reliable information at a low cost.

Fizzback’s unique artificial intelligence engine can be trained to recognise products down to SKU level and automated dialogue management can ask consumers to clarify any missing details. Fizzback Product & Service Feedback is a revolutionary approach to market testing and portfolio optimization – it facilitates true co-creation between brands and consumers.