ClickFox's Customer Experience Analytics Blog

1to1 Media has published an article by ClickFox CMO, Anna Convery, on the topic of self-service. Here’s a short preview:

Self-service heaven is easily achieved by adhering to five golden rules:

1. Analyze the entire consumer experience across all channels
2. Understand that channel performance metrics are often misleading and  not indicative of self-service success
3. Upstream and downstream channel interactions may tell us more about the root cause of self-service failure than the Web or IVR itself
4. Marrying customer behavior analytics with customer segmentation data gives a rich multidimensional view that enables organizations to truly make customer-centric decisions
5. Siloed analytics leads to isolated decisions, a less-than-optimum customer experience at a broad level, and broken self service experiences for both the customer and the organization.

Read the entire article here.

ClickFox hosted an excellent webinar event yesterday titled “The Hundred-Million Self Service Question” which is now available for replay. Click the link to find out what the answer is:

The answer to this question is right under your nose and contained in your customers’ everyday transaction data history – from kiosks, web site, and IVR systems. Join us to learn how several top-tier organizations reported $200MM cost savings after they discovered the specific areas driving self-service failure and increased live agent calls – simply by analyzing customers’ paths across the multiple channels they interact with.

To view the entire webinar replay, click here.

To view all our other webinars (and there are a lot of them to chose from), visit our download library.