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The ClickFox methodology is a four step continuous process, uniquely based on providing Customer Experience Analytics: explaining the "why" in addition to "when" and "where" in analyzing customer behaviors within the self-service information channels. Since analysis doesn't necessarily mean improvement, our methodology involves translating behavioral insights into real value-driving actions.

ClickFox's Client Services team can help you in every step.

During initial implementation, ClickFox consultants will build the initial model of the system, conduct initial analysis, and work with you to prioritize your system improvement decisions.

Further, if required, ClickFox can help guide any implementation effort by providing assistance with scripting recommendations and/or business requirements along with advice on enhancing the measurability of your IVR system.

ClickFox consultants will partner with you so that your team can begin to take on as much of this optimization process as you require. Whether you need ongoing involvement or merely periodic assistance, you will always have access to personalized technical and analytic support.

Our Client Services team is committed to ensuring that you can effectively and efficiently turn behavioral intelligence into sustained bottom-line improvement.

  1. Step One: Create Model of Current System

    The first step in implementing the ClickFox solution is to model the current self-service application. Once the model is defined within ClickFox, actual user behavior can be mapped to the model. This capability ensures that you get at true behaviors, not just numerical indicators, and it also enables superior visualization, making your analysis intuitive and easy-to-understand.

  2. Step Two: Analyze User Behavior

    Once the model of the self-service system is defined, ClickFox allows you to analyze user behavior in two modes - discovery, and active hypothesis testing. In the discovery phase, ClickFox's technology is used to find specific areas within the self-service system that are not operating as intended. By examining aggregate user behavioral patterns, you can quickly identify the highest-leverage opportunities for improving desired user outcomes consistent with your business objectives.

    The second phase addresses testing hypotheses about user behavior against your specific business objectives and user expectations. The ClickFox technology provides a tool kit for translating business objectives into expected user behavior for key value-driving experiences and transactions. The technology shows specifically the nature of users' interactions prior to customer abandonment and after, so system designers and business owners can better understand what needs are not being met relative to those expectations, and identify the obstacles to transactional efficiency.

  3. Step Three: Prioritize and Decide What Changes to Make

    Analyzing behavior allows you to get above the data and arrive at actionable information. But which actions should you take first? By narrowing the focus to critical, value-driving behaviors and by incorporating additional information such as customer profile data, demographic data, competitive positioning and market conditions, companies can not only determine which improvement actions to take, but also which ones are likely to drive the most value first-an essential, but often hard-to-identify component in any improvement effort.

    For example, in speech applications, linking speech data and utterances to large-scale, problematic behaviors can help to determine quickly the most critical dialog changes, error-handling improvements or recognition refinements that are necessary to get to the next level of performance.

    In most cases, these decisions fall into three main categories:

    • Modify experiences that are causing confusion or frustration
    • Extend the capabilities of proven and successful interactive experiences; especially where users' behavior shows a desire for deeper interaction
    • Build completely new automated tasks

  4. Step Four: Implement Changes to Improve Self-Service

    In this stage, changes are implemented to the self-service system with an eye towards further measurement and improvement. This change process must be continuous and iterative for two reasons. First, streamlining one aspect of the system often means that users will get farther into the system and uncover new problems that they had not previously experienced. Secondly, business objectives, user objectives and the business environment can change annually, monthly, weekly, or even more frequently. Once these changes are made in the system, they are then reflected in the ClickFox model in order to enable measurement and analysis of the impact of the changes and accelerate ongoing improvement.