Solutions

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Solutions Overview

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Go beyond simple metrics to understand the total customer experience

Today’s customer experience is complex and multi-dimensional, reflecting interactions across a growing number of service channels - web, chat, agent, IVR, kiosk, retail store/POS, mobile and more. However, traditional approaches to measuring and managing customer experience like customer surveys, web and speech analytics and business intelligence tools only capture a tiny slice of this new cross-channel consumer, and only provide high-level metrics around what customers do and when. Without insight into how and why customers behave the way they do, it is nearly impossible to understand the total customer experience, and how it impacts operating costs, overall satisfaction and customer retention.

An analytics solution as unique and complete as your customer

ClickFox’s unique Customer Experience Analytics (CEA) solution delivers a single, powerful view of the total customer experience across and within all communication channels, providing deep and actionable insight for better decision making and significant return on investment (ROI). By aggregating data from existing sources -- CRM, call recording, IVR, CTI, website and more - CEA models the actual paths of customers at every interaction touchpoint to uncover hidden connections and reveal bottom-line customer insights. By using this insight to identify where customers encounter issues, how interaction channels are impacting each other and what specific events trigger cross-channel customer transitions, organizations can successfully balance two mission critical goals: providing customers with productive, satisfying, and effective experiences that improve their satisfaction and loyalty, while applying the most cost effective means for the company using the appropriate mix of highly efficient, lower cost customer service options. Many of ClickFox’s customers have realized hundred-million dollar ROI by translating this powerful insight into highly targeted improvement strategies - read about real-world customer success.

ClickFox CEA aggregates data from any interaction touchpoint to provide powerful analysis into the total customer experience, revealing what customers actually do and why for targeted improvement strategies.