Post on 25-Apr-2018
Fizzback Partner Webinar
Tom Lynam,
23.7.13
Fizzback Refresher!
Latest Demo
Sales case Studies
Cricket Win
Starhub Win
Product updates:
NICE Integrations
NEW channels
Advanced analytics
SO WHAT IS FIZZBACK?
NICE Fizzback Value Proposition
“After a bad experience
with a company, 47% of
consumers stop spending
with them completely, while
37% of consumers who
had a very good
experience increased their
spending.
(Temkin Report, December 2012)
Collect and understand large volumes of customer feedback
Highlight and recover dissatisfied customers in real-time
VoC driven employee performance management
Improve operational efficiency
Instill a customer centric culture within your business
Response rates between 30% and 50%
Increase Customer Satisfaction by on average 30%
Increase in Loyalty/NPS by 56 points
Improve over 200 process in under 9 months
Save $m’s in customer retention (quoted as high as $18m)
Leverage the voice of your customers to drive increased loyalty and satisfaction, recover dissatisfied customers and improve operational efficiency.
VOICE OF THE
CUSTOMER
Business Need Key Capabilities Benefits
Enterprise Fizzback VoC Overview
ENGAGE
CAPTURE
INTERPRET
ACT
Best-in-breed analytics
engines to derive actionable
insights from big data Closed Loop – service
recovery, employee
development &
process improvement
FIZZBACK VOC CONTACT
CENTER
RETAIL BACK
OFFICE GROUP ADDITIONAL
TOUCHPOINTS
Holistic VoC –
multichannel
surveys, 3rd
party data feeds,
complaints,
social media
Point of experience,
multi-language,
adaptive surveys
REAL-TIME RECOVERY
Business rules
driven alerts &
workflows to drive
real-time recovery
DASHBOARD REPORTING
Role-based dashboard
reporting to drive NPS
performance
improvement
OPERATIONAL IMPROV.
Highlight and fix
processes driving
customer
dissatisfaction
FRONT-LINE COACHING
Tailored coaching
packages
based on specific
CSAT issues
SYSTEMS INTEGRATION
Integration with
Front and Back
office systems
CONSULTANCY
BEST PRACTICES
EXPERIENCE
TECHNOLOGY
Business Improvement Solution
Technology
Best Practices
Consulting
30% Customer Satisfaction
56pts Customer Loyalty
206 Broken Processes
Fizzback Demo
CRICKET DEAL CASE STUDY
Cricket Communications (also know
as Cricket Wireless) is a national
wireless service provider in the US
Provides wireless services to nearly
6m customers
New Fizzback logo!
Satmetrix were incumbents in the
account
Fizzback will be covering both care
and retail touchpoints
Sales cycle was just 5 months with
no pilot
Cricket in a snapshot
COMBINED TECH AND
CONSULTING; We were able to
provide actionable insights to help
improve the business
ONE NICE; We demonstrated the
value of Fizzback as part of the NICE
portfolio
SENIOR MANAGEMENT
ENGAGEMENT; Access to budget
holders
How did we win? (Hitting Satmetrix for 6!)
Insights Example: Competitive Comparison
STARHUB DEAL CASE STUDY
Quadplay telecoms provider
within Singapore
Serve a customer base of ~3m
Another NEW Fizzback logo
Fizzback will cover a number of
touchpoints including;
Retail
Contact Centre
Customer Lifecycle Polling
Field Services
Product
StarHub in a Snapshot
COMBINED VALUE OF TECH AND
CONSULTING; Impressed by the
level of actionable insights we
delivered
STRONG ADVOCATE WITHIN
STARHUB; without a senior buyer,
utilized main contact to sell Fizzback
within business
SUCCESSFUL PILOT; great pilot
and presented insights discovered
back to StarHub
14
How we won?
15
Deep Dive: Waiting Times in Store
Long Waiting Time:
“Only 1 queue for ticketing and
too many inquiry and too long
just to take a queuing number,
bad experience”
Short Waiting Time:
“…had a very pleasant
experience. No waiting, staff was
knowledgeable, spent min time
on the transaction. Best
experience in store so far.”
Long Waiting Times Most Frequently Mentioned In:
Store Location Volume of
mentions Satisfaction with
Sales Experience*
SH NEX 30 6.8
SH VIVO 22 6.4
SH TM 19 6.9
SH PS 17 7.4
Planet Telecoms 2 Jurong East
St 21, #01-62, IMM Building,
S(609601) 9 7.0
Planet Telecoms 1 Woodlands
Square,Causeway Point,#03-
(07to09),S(738099) 8 6.5
Waiting Time Impact on Satisfaction
9.0
8.2
6.8
6
7
8
9
10
Mentions of shortwaiting time
No mention ofwaiting time
Mentions of longwaiting time
Sati
sfa
cti
on
wit
h S
ale
s
Exp
eri
en
ce
16
Deep Dive: Target Setting
Aggressive Scenario – Waiting Time comments decrease by 80%
Conservative Scenario – Waiting Time comments decrease by 50%
NP
S/C
usto
mer
Lo
yalt
y S
co
re
Current Score Target Score
48.1
55.6
7.5
4.4
Conservative:
Waiting Time
Comments
Decrease 50%
Aggressive:
Waiting Time
Comments
Decrease 80%
PRODUCT UPDATES
17
Fizzback product directions
Direct feedback
from all customers
using all available
channels
ENGAGEMENT
CHANNELS
Multi-channel, real-
time feedback
VOC INSIGHTS
Sentiment, Root
Cause Analysis,
Hot Topics
Drive action
NICE INTEGRATIONS
Full integration with
NIM and NPM
Holistic Voice of the
Customer
SELF-SERVICE
Quickly adapt
surveys to react to
market demands
Reduced time to
market, TCO
Fizzback Integration: NIM/IA
Fizzback in NIM and NIM in
Fizzback ON
E
Voice of Customer focused
agent coaching
Uncover root cause of
customer dissatisfaction
New Channels: Outbound IVR Feedback
RETAIL TRANSACTION
CALLING CONTACT CENTER
CUSTOMER
INFORMATION
FIZZBACK RULES ENGINE & DASHBOARDS
OUTBOUND
IVR CALL Optional Modules:
Incoming Calls
Speech to Text for
Categorization
New Channels: Mobile App
Fizzback client integrated
to the Brand Mobile App
using:
Push notification to
prompt for feedback
after customer
interaction
In app feedback
Link to Feedback
page in app
Adaptive dialog
Sentiment score for
captured verbatim
comment.
Improved customer
retention
Better understanding
of drivers of customer
satisfaction and
dissatisfaction
Highlight and leverage
super promoters
Fairer for agents:
improves disputes
process
Advanced Analytics: Sentiment
Unleash the full potential
of Fizzback categories!
Drill down into predefined
categories to highlight
and fix drivers of
dissatisfaction in real-
time
Quickly understand what is
driving customer
satisfaction in certain
categories
More accurately analyze
longer verbatim messages
with multi-topic comments
Advanced Analytics: Root cause
Analyze structured and
unstructured verbatim
feedback comments in
real-time
Highlight new trends
driving customer
experience
Uncover next layer down
of VoC insights
Alert customers to spikes
in dissatisfaction to fix
immediately
Track emerging trends
Advanced Analytics: Hot Topics
NEW MATERIALS
Thanks for
listening
Tom Lynam
Product Marketing Manager for NICE Fizzback
Tom.lynam@nice.com