Carphone Warehouse is the latest retailer to work with Fizzback to assess the experience it provides to customers.
Fizzback’s technology allows consumers to make contact with a retailer and provide any feedback they like via multiple channels such as text message and e-mail. The system analyses the content for meaning and can be used to communicate with the retailer as well as providing real-time reporting capabilities.
Carphone Warehouse said that ensuring its customers are satisfied with in-store service is critical to ensure they keep coming back and recommend the company to their friends and family. It said that this cycle of customer loyalty and advocacy is core to the company’s growth strategy.
The platform is already used by Carphone’s competitor Phones 4U and is also being trialled by Tesco.
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