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NICE Fizzback Voice of the Customer Selected to Improve Virgin Money Customer Loyalty and Satisfaction
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NICE Fizzback Voice of the Customer Selected to Improve Virgin Money Customer Loyalty and Satisfaction

 
March 27, 2013

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By Rachel Ramsey, TMCnet Web Editor
 

Customers today are communicating with businesses any way they prefer – e-mail, phone calls, social media and websites are just some ways they are interacting with companies and leaving trails of feedback for agents to pick up on. Voice of the customer (VoC) solutions make feedback more current and relevant, and enable companies to target different groups of customers to improve the quality, quantity and accuracy of the feedback they receive.


"It has to go far beyond simply collecting customer feedback and survey data. Collecting data is great, but unless you have a clear path for taking action, all you have is mounds of data," John Maraganis, founder, president, and CEO of Omega Management Group, a customer service and support consultancy, told destinationCRM.

"A VoC approach puts more relevant information into the hands of people who can make a difference, influencing decisions about the business on a day-to-day basis," said Andrew McInnes, director of marketing at Allegiance (News - Alert). "VoC is a more operational approach that is integrated into day-to-day operations."

Virgin Money, a UK-based bank and financial services company, selected the NICE Fizzback Voice of the Customer solution, a real-time customer feedback solution, to improve customer loyalty and satisfaction by gaining real-time insights into customer preferences.

With NICE Fizzback, Virgin Money can gather customer feedback via SMS, e-mail and IVR surveys to analyze customer experiences across different channels, including contact centers, stores, websites and lounges. The company will also be able to use the information to provide feedback to customer service agents in order to improve first contact resolution and improve operational efficiencies in its contact center.

“We want to build a better kind of bank that offers customers distinctive value and empowers our employees to deliver better service,” said Brian Brodie, customer and distribution director at Virgin Money, in a statement. “The NICE Fizzback solution will help us to continually enhance our service and build stronger brand loyalty by listening to customers and taking proactive measures to deliver a better experience for them based on their feedback.”

Image via NICE

NICE Fizzback delivers real-time customer feedback, enabling companies to gain powerful insight into the real voice of the customer, promptly act on customers’ comments and issues at the decisive moment and drive enhancements and corrective actions to continuously improve future interactions. It creates a conversation with customers through their feedback channel of choice. Through any combination of seven customer feedback channels, the solution maximizes response rates by capturing real-time feedback.

The solution uses Natural Language Processing (NLP) to accurately categorize verbatim comments and quickly locate the key drivers of customer satisfaction. On average, Fizzback clients report a 27-percent increase in customer satisfaction scores and are able to recover up to 90 percent of dissatisfied customers within minutes after an interaction.

“We are pleased to cultivate our relationship with the Virgin group,” said Guy Yaniv, general manager of NICE Customer Experience Management Solutions. “Virgin Money already stands out as a first-class service provider in the banking industry. The NICE solution will enable the company to derive high-level insights into its operations, which it can use to further enhance this position.”




Edited by Amanda Ciccatelli

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