ClickFox's Customer Experience Analytics Blog

ClickFox is proud to announce the launch of Customer Experience Analytics Insight (CEAⁱ), a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service:

• Rooted in analytics engine of 240 million monthly customer interactions, industry research pinpoints customer behavior trends and best practices
• Findings reveal biggest opportunity is for companies to improve self-service to increase deflection and lower costs
• Small improvements in heavy transaction volume areas drive multi-million-dollar savings for large organizations

Initial CEAⁱ findings reveal a critical need for companies to focus on improving voice self-service:

• Over 40% of self-service interactions result in transfer to a live agent, driving hundreds of millions of dollars in increased operating costs for call centers.
• Deeper analysis reveals that 10% of these interactions transfer due to a failed transaction, and 24% transfer without even attempting self-service, pointing to a need to identify where customers encounter issues to truly make self-service experiences more intuitive and effective.

The most compelling findings and proven best practices of category leaders for optimizing voice self-service is detailed in a market brief, available for download at: http://web.clickfox.com/ceai-voice-self-service/. Read the full press release here.