Your company has made enormous investments in customer service and support. You expect self-service and related customer experiences to service your customers in a fast, easy-to-use and cost-effective manner.
You most likely have mounds of data that tells you a lot about the volume of self-service activity, but provides very little insight into what customers actually do when they interact with your systems—or even across them—and why. Despite the data overload, serious questions remain unanswered, such as:
- Why are so many customers transferring from the IVR to live agents?
- Why isn’t our new speech functionality lowering my agent transfer rate?
- Which self-service experiences are causing the most frustration for customers, and how can I quantify the costs associated with these poor experiences?
- Is my website really helping customers to self serve, or are certain tasks actually causing an increase in calls to the contact center?
See Your Customers’ Step–by–Step Experience
ClickFox Software Shows You the Real Customer Story
ClickFox’s Customer Experience Analytics (CEA) solution eliminates the guesswork needed with traditional customer measurement and monitoring tools by focusing on what you care about most: how your customers—all of them—actually interact with your service channels. With ClickFox you get the analytic benefits of working with aggregate data, but don’t lose the real step-by-step insight gained from qualitative assessments.
Now, for the first time, you can see your customers move through and across various customer service experiences. Find out exactly which automated functions they master and where they have difficulties.
After all, your customers may interact with you through multiple service touch points, but to them it is one successive experience. Shouldn’t you be analyzing it that way?
Using ClickFox, you can turn customer behavior insight into measurable customer service improvement actions, such as:
- Enhance call flows/scripting and page links
- Identify menu structure changes
- Uncover opportunities to build/extend automation
- Expand and improve speech capabilities
- Improve logging
- Find new up sell/cross sell opportunities
- Alter or clarify customer messaging
- Optimize channel resources
With CEA, you will finally have a clear roadmap of what actions to take to align your customer needs with your customer service business objectives.