Dec 18, 2009
We published our third Industry Brief today focused on the utility industry. One of the biggest challenges utility executives face is changing the utility culture to be more flexible and customer focused as they strive to implement current trends in customer service and compete in an environment characterized by volatile market conditions regulation and de-regulation, and unexpected seasonal and event-driven peaks in volume.
ClickFox has been helping utility companies overcome these challenges in several ways. Read more about Customer Experience Analytics in Utilities to see how.
Also, don’t forget to try out our free interactive Customer Experience ROI Calculator.
“The ClickFox Experience,” our quarterly newsletter was sent out earlier today and contains information about the following items:
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Dec 16, 2009
ClickFox today released a free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels.
We tried to keep it as simple as possible and all you need to do to use the ROI calculator is enter the number of customers your company serves. The tool then calculates your potential ROI using default data gathered from ClickFox’s growing repository representing billions of complex customer interactions. You can then play around with many optional parameter ranging from cost per interaction and channel-to-channel transfer rates, to specific measurements such as annual self-service containment improvement goals.
There’s also a quick instructional video to help you get started.
When you’re done, you’ll be able to download a customized ROI Report, which includes graphs showing potential operations savings over a 5-year period. The report provides details on specific areas of impact that have been identified as having the most significant and immediate effect on an organization’s bottom line. This also includes real-world examples of customers who have achieved huge returns using CEA.
“ClickFox’s calculator is extremely useful for demonstrating the tangible financial benefits of cross-channel customer experience analytics,” said Marco Pacelli, chief executive officer of ClickFox. “The calculator was built not just for customer experience decision makers, but also executives in finance, sales and marketing, product development and more, who need to understand the impact that customer experience has on their departments and the overall business.”
The ROI Calculator is available as a free tool at http://www.clickfox.com/resources/roi-calculator.
Dec 8, 2009
We announced today that we’ve grown our processing volume to over 750 million customer transactions per month, up from 500 million earlier this year. These complex cross-channel customer interactions span across multi touch-points and include Web, IVR, CTI, CSAT, Live Agents, Handheld Devices, Interactive Kiosks and others.
“No other company has gathered such a complete, collective data set that truly represents today’s varied, complex cross-channel customer,” said Marco Pacelli, chief executive officer of ClickFox. “As we continue to grow our customer base, this wealth of data deepens our domain expertise so we can identify and apply proven best practices for our Fortune 500 customers, many of whom have already realized hundred-million dollar ROIs.”
Read the entire press release here.
Next Steps:
Watch an 8 minute demo of ClickFox CEA.
Read our CEA White Paper.
Dec 7, 2009
This past weekend a group of employees from ClickFox spent the afternoon with the young men who live at the house we are sponsoring this holiday season and as always this is at once heartwarming and heartbreaking. All the guys were very appreciative of us volunteering our time and holiday decorations to make their home festive… and, as you can see below, we really did dress it up!
A huge thank-you to the people who made this day such a wonderful afternoon for the Stephenson House kids – Anne for rallying the volunteers & getting the much anticipated food organized, Sharon & Ed for getting the tree and doing a first class job of getting all the lights working both inside and out! Karen, her sister Lisa and Carol for detangling lights, hanging decorations and keeping us all entertained. Sam and her Mother for making fabulous bows and decorations (including the impromptu drawing activities) and Kimya for being such a good sport with the guys.
And finally go to CHRIS Kids and check out our Community page on the ClickFox website outlining our dedication to being a successful company with a strong culture in helping others succeed.
Happy Holidays Everyone!
Dec 2, 2009
ClickFox announced today that a Fortune 500 energy provider has expanded its software deployment for more robust customer experience analytics. The company started using the ClickFox CEA solution in 2008 to analyze customer behavior in their web self-service systems and has decided to expand to include CTI and IVR system data for
deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs. Says Marco Pacelli, ClickFox’s CEO:
“This is one of several utility companies leveraging ClickFox’s technology to gain visibility into the complete customer experience, from Web site all the way through to customer service representative.”
Read the full press release here.
Download our Utility Industry Case Study here.
