ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:
“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”
ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.
Says Marco Pacelli, ClickFox CEO:
“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”
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.”
In a press release today, ClickFox announced that an addition of a new customer significantly expands and anchors its dominance in Customer Experience Interaction Analytics in the financial market. The contract with a leading US-based global financial services organization, valued at approximately $7 million, will provide comprehensive cross-channel analytics across all customer interactions. Says ClickFox’s CEO:
“Since we launched our product and solutions in 2004, we have seen our customers in the financial sector grow in numbers and in depth of application of Customer Experience Analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “Our analytics platform continues to deliver double-digit annual ROI across our customer base. These customers realize they must go beyond traditional surveys and siloed reporting data to get a 360 degree view of every customer interaction and its impact on operating costs and satisfaction and loyalty. By diving deeper into customer behavior and leveraging existing intelligence (such as customer segmentation data), these firms are realizing immediate and continuous savings and returns, while increasing their competitive advantage.”
When faced with the sometimes daunting task of interacting with a company, most people won’t say the word “fun” is the first one that comes to mind. I’ve heard “frustrating” or “time-consuming” many times, but does it really always have to be this way?
I came across the video below (some of you may have seen this already) and thought it wonderfully demonstrates the idea that customer behavior and experience can be changed by adding a little fun into the equation:
Now obviously this is a simple example, but it speaks volumes about changing the experience for the better with a few simple steps (pun intended). If I take this video and apply it to what we do for our customers at ClickFox, I would say that we examine the paths that customers take in their interactions and try to find the ideal paths that would lead to higher customer satisfaction. We can’t necessarily make every interaction more “fun”, but we can certainly try to make it more enjoyable.
We do this by taking a classic champion-challenger approach. First we find the dominant paths that customers take through a system and see which paths lead to poor results (these may be low CSAT scores, customer retention problems, unnecessary live agent transfers, product returns, etc). By analyzing every step of the interaction across any number of interaction touch-points, we can find the problematic steps and look for better ways to handle them. We then propose a new path and test to see whether or not customers going down this new path have better results.
Here’s a quick example from a global services company that wanted to test out their payment process and see if there is a different way to collect Customer IDs in order to get a better success rate. ClickFox identified that at the pivotal moment in the payment process (when the customers are asked to chose the method to input their Customer ID) there was a lot of confusion regarding the correct format to use. By analyzing the complete path rather than the process as a whole, ClickFox was able to see that at this step in the process customers were choosing the wrong ID method, retrying multiple times, asking for help or leaving the flow without completing their payment. We also noticed that customers who were able to complete the payment process without issue had noticeably higher customer satisfaction scores than those who got stuck. So not only was this problem impacting revenue cycles and customer experience, it was also making customers unhappy.
ClickFox made several recommendations that were tested by the company on a fraction of the interactions and showed immediate improvements in success rate when choosing Customer ID methods for payment. In the graph above you can see how the new challenger process outperforms the old champion path that the company had in place for several years. The improvement was quite substantial, coming in at 4-6% improvement on a daily basis. Immediately after implementing the new process across all customer interactions, the company was able to realize tremendous ROI.
What are you doing to add some fun to your customers’ experience? Let us know in the comments.
Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities.
ClickFox, the leader in cross-channel customer experience analytics, shows how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.
Learn how several world-class organizations across industries are using ClickFox CEA to:
Gain insight into which specific customer experiences lead to negative and positive CSAT scores
Understand the relationship between low CSAT scores and customer churn behavior
Discover how to predict and proactively respond to potential churn with highly effective customer-centric retention efforts
Implement targeted improvement strategies based on comprehensive customer insight across all channels
Contact Professional has published an article written by ClickFox titled “Five Ways Customer Experience Analytics (CEA) Solutions Can Help You Overcome the Shortcomings of Your Business Intelligence (BI) Tools.”
The five ways discussed in the article are:
CEA solutions point you to the problem areas for further investigation.
CEA solutions track customer behavior paths and show you what happened and why.
CEA solutions can ingest data from any system and any format.
CEA solutions bring the customer experience to the forefront of the enterprise.
CEA solutions can complement traditional BI tools.
Last week TMCnet.com published an article discussing the ways that Customer Experience Analytics can help companies overcome the shortcomings of BI tools. Here is a short excerpt from the article:
Certain surveys have found that only 13 percent of companies implementing BI tools will ever achieve their original business objectives. Market research has shown that of surveyed executives in Fortune 500 companies:
76 percent were forced to make decisions because not all the information was available in time 63 percent believe that BI reports are simply reference documents used to justify a decision after it was made 70 percent do not receive reports that provide predictions about problems or potential opportunities.
In today’s complex customer interaction environment, it is becoming increasingly more difficult to navigate through the data jungle in order to find what you’re really looking for. While companies have invested heavily in building multiple customer interaction touch-points, they have neglected to understand that their customers will ultimately decide how they want to interact with them in the first place. Instead of focusing on cross-channel customer behavior patterns, customer tendencies and the ability to understand customer intent, they have been focusing on analyzing customer interactions in silos and using BI tools to generate limited insight.
Although the shortcomings of BI tools can be easily overcome by using new CEA solutions, this does not mean that the time and money invested in BI has gone to waste. On the contrary, a well-designed BI solution with a powerful schema can be used as one of the data feeds into a new CEA system. By combining the capabilities of both systems, working in unison, results will be achieved much faster and with greater ease.
Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities.
Join us to hear how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.
Attendees will learn how several world-class organizations across industries are using ClickFox CEA to:
Gain insight into which specific customer experiences lead to negative and positive CSAT scores
Understand and quantify the relationship between low CSAT scores and likelihood of customer churn
Implement targeted process and retention strategies based on comprehensive customer insight across all channels
We are happy to announce our new partnership with Greenplum this morning. Greenplum Software is the pioneer of Enterprise Data Cloud™ solutions for large-scale data warehousing and analytics, providing customers with next-generation capabilities including elastic expansion and sandboxing, multi-petabyte scale on commodity hardware, and massively parallel analytic processing.
“One of ClickFox’s top priorities is keeping the technology relevant so it exceeds customer needs,” said William Hawley,chief operating officer (COO) of ClickFox.“Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics.ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation’s largest businesses and service providers across industries, and this figure is expected to double in 2010. By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations.”
