How Fizzback Works

Fizzback is the leading provider of Real-Time Customer Feedback and Customer Experience Management Solutions. By engaging, capturing, interpreting and acting in real-time, the Fizzback solution enables its customers to gain true insight into the whole Voice of the Customer, resulting in significant increases in customer satisfaction and loyalty and, derive true economic benefits. Click on any of our four stages below: Engage, Capture, Interpret and Act to find out how they can transform your business to drive by Voice of Customer.


ENGAGE

  • Utilise thought leading push and pull methodologies to engage your consumers at key moments of truth in the customer lifecycle.
  • Engage your customers in a conversation using the feedback channel of their choice.
  • Gather feedback from every conceivable touch point to offer a complete view of the whole customer journey, whether it’s after a retail, call centre or online experience.

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CAPTURE

  • Increase the volume of feedback you gather by up to 40 times, enabling you to see the true Voice of Customer.
  • Use a combination of Fizzback’s 7 customer feedback channels to maximise response rates, enabling your customer to feedback via their preferred channel.
  • Adaptive response management provides the capability to accurately respond to the comments, queries and requirements of your customers, engaging them in conversation.

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INTERPRET

  • Industry leading Natural Language Processors (NLP) provides a unique capability in the field of Customer Experience Management solutions. Fizzback’s NLP automatically and accurately categorises verbatim comments, to quickly locate the key drivers of customer satisfaction.
  • Advanced dashboard reporting enables you to quickly compare and contrast countries, regions, call-centres, stores, teams and agents across the whole business. Accessible by both top executives and team leaders, the bespoke and advanced dashboards quickly highlight areas for improvement.

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ACT

  • Act on two levels; drive forward individual adviser and employee training based on specific customer feedback while sharing insight into the key drivers of customer loyalty across the boardroom.
  • Email alerts can quickly route dissatisfied customers to the right teams to recover them, transforming a negative into a positive. Recover 90% of dissatified customers within minutes.
  • Fizzback clients see an average increase in satisfaction scores of 27%, offering genuine return on investment.

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