12/15/2009 4:58:00 PM
Fizzback pushes expansion plans
Fizzback is pushing forward with plans of expansion after securing £1.6m of investment from a group of private investors.
The company, which monitors customer service for firms such as Carphone Warehouse and Phones 4u, said the funding is a coup that will allow it to develop its overseas business and continue to improve the technology it uses to receive feedback from consumers.
Fizzback chief marketing officer, John Colidcott (pictured), said: ‘We are very pleased, in a tough market, to have been able to choose between a number of investors.’
The company, which claims to have a unique offering in the market, provides a service that allows customers to directly feedback their shopping experience through email and text.
Coldicutt added: ‘We need to make sure we keep our product exciting and we need to improve technology on an ongoing basis.’
Fizzback will now carry out a programme of international expansion, with a particular focus on North America and Canada. The first trial will be taking place in Atlanta with a new sales manager appointed for the region.
The company has been recruiting in the UK over the last six months, adding almost ‘double figures’ to its staff in a bid to improve its route to market and marketing strategy.
Fizzback is also looking to improve its technology, said Coldicutt. For example, the company is using Twitter to add ‘extra value’ to the services it offers.
Coldicutt said: ‘We are building up a database of “tweets” and are able to use a natural language process engine to pull out behaviours and sentiments. If a customer is saying “I can’t wait for the new BlackBerry”, we codify that as anticipating.
‘Instead of blankly getting a lot of messages, we are breaking them down and codifying them to work out the sentiment,’ he added.