NICE Fizzback Voice of the Customer Solution is Helping Shell UK Retail Increase Customer Satisfaction and Loyalty Across its Business
RA’ANANA, Israel, August 28, 2012 — /PRNewswire/ —
NICE Systems (NASDAQ: NICE) today announced that the retail division of Shell UK Oil Products (Shell), Royal Dutch Shell plc’s largest global group of energy and petrochemical companies, is using the NICE Fizzback Voice of the Customer (VoC) solution to help the company take a more customer-centric approach across its retail fuel business. The solution gathers feedback in real time from various channels, with a focus on mobile, from across the entire UK Shell-owned retail operation. This allows the company to gain valuable insights from the voice of the customer – driving operations teams to immediately take action to address the customer experience.
“By adopting NICE Fizzback, we can listen to what customers are saying in real time and react accordingly to their needs to help provide a better level of customer service. We want to put the customer at the center of the business for ourselves and our retailers. The NICE Fizzback Voice of the Customer solution is helping us do that,” said Melanie Lane, General Manager at Shell UK Retail.
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