Wednesday, July 09, 2008

Fizzback tops them all!

In the month in which lots seem to have happened with TAG companies, Fizzback's winning Supplier of the Year to the Retail industry must take the top spot. Retail Week - the leading journal for Retailers runs something called the European Retail Solutions award. Fizzback won the award in the Best Use of Technology in a Hospitality and Leisure environment for their work with Bourne leisure which enables Instant Customer Feedback via a variety of channels including SMS, email and voice. This would have been almost expected given the innovative solution it offers for this environment, but to go on to be the overall winner of The Supplier of the Year - against competition like BT, NCR, Torex, Bazaarvoice etc was some achievement for a company which only launched its service less than 2 years ago. Their work with Marks and Spencer was also shortlisted. This important award comes shortly after being awarded 'cool vendor' status by Gartner. Fizzback was included in the list of "Cool Vendors" in the “Cool Vendors in CRM Customer Service, 2008” by Michael Maoz & Ed Thompson” report by Gartner, Inc. 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). 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.” 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. Fizzback is one to watch - as Fred predicted in Feb 07. Fizzback is backed by TAG and Advent Venture Partners

Some recent press coverage on Fizzback: Retail Week Customer Service Manager The Retail Bulletin Mobile Today
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