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