ClickFox generates significant ROI for customers in terms of performance optimization of enterprise interaction channels. ClickFox customers are already experiencing cost savings and performance optimization in a variety of ways, including:
- Increased transactional conversions
- Increased service adoption rates for less costly applications
- Reduced customer churn
- Less reliance on expensive enterprise interaction channels
- Increased click-thrus and conversions for interactive advertising
- Optimized brand awareness and performance
A Major Telecommunications Provider
Challenge:
Significant revenue and cost-savings goals for online bill payment with little ability to identify how it would achieve these goals.Deployed tremendous marketing $$ to driving people to the pay-online channel.
ClickFox Solution:
ClickFox’s Task Flows showed that users encountered difficulties only at the authentication step of the Pay Online Service; similar findings for other mission-critical consumer funnels. Result is over $4 million in cost savings for only this one funnel.
A State Healthcare Provider
Challenge:
Significant service level agreement goals for IVR with little ability to identify how it would improve the IVR to achieve these goals.Outsourcer unable to identify what was causing high drop-off levels and increased call-handling times.
ClickFox Solution:
ClickFox’s Task Flows showed that users encountered difficulties at the Enter Date of Birth step of the authentication process. Quickly found inconsistent scripting around data entry. Result is dramatic drop in calls to live agents and other improvements.
A Global Telecommunications Provider
Challenge:
Quickly and aggressively reduce service costs by completing significantly more customer transactions in the IVR than through live agents, while increasing customer satisfaction scores.ClickFox Solution:
ClickFox’s innovative technology:
- Ensured that natural language was working to facilitate reaching the customer’s critical area of need quickly and accurately
- Determined how well particular recovery strategies were working
- Pinpointed areas where recognition tuning needed to be accelerated
- Provided speech-driven transactions that were as effective as possible
Using ClickFox, they continually monitor users’ behavior in the IVR and prioritize where improvements should be made as the business environment changes, resulting in cost efficiency and customer satisfaction, keeping user goals in alignment with business objectives.