The NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money.

The closed-loop solution enables it to gather feedback via SMS, email and IVR surveys in order to analyse the customer experience across various touchpoints, including its contact centre, stores, website, and lounges. The company can break down the information gathered according to various parameters to develop a richer understanding of its customer base, identify strategic business opportunities, and improve service operations. Virgin Money 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 centre.

“We want to build a better kind of bank that offers customers distinctive value and empowers our employees to deliver better service,” says Brian Brodie, customer & distribution director at Virgin Money. “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.”

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