What we do

Driving great experiences across the whole customer lifecycle Each experience a consumer has with a brand creates a perception that influences their loyalty and willingness to recommend the products or services offered. Experiences are delivered across the whole customer lifecycle, and across a number of channels including in-store, the web and the contact centre. Consumers are constantly evaluating the extent to which these experiences are consistent with the promises made by the brand. And this chain of experiences is only as strong as the weakest link… The service you deliver at each stage of the customer lifecycle creates a ‘moment of truth’ in the customer’s mind – ultimately, did you meet their expectations?

So how do you hear from all your customers at these critical moments, many of which will take place while they are out in the real world, perhaps in a store or wherever they happen to be using your services?

How powerful would it be to be able to unite the whole organisation behind delivering great experiences and immediately rescuing customers in distress? Fizzback helps customer experience leaders drive by voice-of-customer.

How Fizzback Works

ENGAGE Fizzback proactively polls customers at key moments of truth in the consumer journey. Highly personalised feedback requests and point-of-sale advertising encourage customers to respond while the experience is fresh.

CAPTURE Fizzback offers six feedback channels, including SMS, email and social media, to allow customers to get their views across quickly and easily, in natural language.

INTERPRET Fizzback uses sophisticated Natural Language Processing techniques to interpret feedback, determining the nature, topics and sentiment expressed.

ACT Customers provide feedback because they want to be heard and want something to be done. Fizzback delivers an immediate response to the customer, simultaneously sending an alert to the relevant team for rapid follow-up.