The Fizzback Engagement Platform is being used to capture customers’ ratings of service performance and their thoughts about their experience. T-Mobile can contact customers using SMS immediately after a retail, telesales or customer service interaction and they can also reply by text message.
T-Mobile director of retail Andrew Coull said: “We are taking our existing processes for monitoring customer satisfaction to the next level. Fizzback allows us to reach out to all our customers, rather than just a sample, ensuring we can act upon every customer comment. Critically, the information gathered helps our front line employees to help our customers, creating a genuine service culture.”
The information that the system generates will be used to drive staff performance through real-time measurement of customer satisfaction. T-Mobile also wants to fine-tune its customer experience, both by being able to take immediate action to resolve issues and identify underlying customer trends. The system can analyse content in customer messages received and route them to appropriate staff to be dealt with straight away.
The customer feedback will be used to populate a real-time dashboard. Here T-Mobile staff will be able to view both top-level key performance indicators and filtered verbatim comments.
T-Mobile customer services director Russell Taylor explained: “Our intention is to use Fizzback in our 287 stores and our customer service organisation, allowing us to fine-tune our processes and improve employee performance. All levels of customer service benefit from immediate customer input, which we will use to identify training requirements, provide coaching and derive robust key performance indicators.”
Retail Week and Unipart Logistics are conducting a survey to gauge how far along the journey to true multichannel retailing the UK industry is.
For a chance to win a year's subscription to Retail Week and receive a copy of the survey results, please take 5 minutes to complete the survey.
No comments yet