Adopting a multi-channel approach to collecting customer feedback is a must with today’s fickle, mobile customers seeking engagement on their terms, which is why Business Systems has recently added NICE Fizzback to the portfolio.
Industry stats suggest that response rates from customer feedback tools like Fizzback can be as high as 55% particularly if SMS text surveys are incorporated in your channel feedback strategy alongside email, web, phone, chat, social media, IVR and in-store mechanisms.
As well as improving response rates, NICE Fizzback identifies themes in those responses, which triggers alerts back into the business immediately following a customer interaction, providing a level of immediacy never really achieved before.
The technology also builds on your existing customer satisfaction programmes enabling you to develop a sub-set of questions which identifies why your customer satisfaction levels are what they are, providing further real-time insight.
|As the multi-channel technology trend continues to grow, NICE Fizzback ensures you can leverage existing technology such as call recording, IVR systems, analytics and coaching tools taking organisations a step further towards providing a truly integrated customer experience management programme.|