NICESystems (NICE) today announced that the NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money to improve customer loyalty and satisfaction.
Using the NICE solution, the company will be able to gain real-time insights into customer preferences and act upon these insights in order to deliver a better customer experience.
NICE Fizzback offers a closed-loop solution that enables Virgin Money to gather customer feedback via SMS, email and IVR surveys in order to analyze customer experience across various touch points, including its contact center, stores, website, and lounges. Virgin Money 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 center. For example, the feedback solution might reveal that certain agents require greater knowledge about mortgages in order to more quickly resolve customer issues. By nurturing performance improvement, Virgin Money can enhance both the customer experience and employee engagement.
"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. "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."
"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."