A unique AI engine to understand customers’ feedback at the point of experience.
Fizzback sends consumers requests for feedback relating to a specific interaction or transaction via mobile, web or social media. The feedback is then analyzed to determine a relevant response, and the company subsequently engages the consumer at the contact center, branch, point of sale, mobile app, or on the Web. Relevant employees are intelligently alerted, enabling companies to resolve customer issues quickly; and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights. Offering a SaaS business model and a strong ROI, based upon improved customer retention and service, its customers include some of the largest retailers and Telecom companies in Europe, including T-Mobile, Tesco and Marks & Spencer. Fizzback originally based in London was sold to NICE Systems in September 2011.