Solutions

---

Business Solutions

---

Turning the path of your customers into real business value

Our deep understanding of the complexities surrounding the process of managing customer experience has enabled us to develop flexible, pre-packaged solutions consisting of integrated software and services that provide customer experience mapping and analysis, business process reengineering, and reporting and portals - enabling complete executive business case reporting along with the ability to monitor and measure the impact of cross-channel customer experience analytics. These practical solution offerings enable businesses to easily and rapidly achieve significant, ongoing bottom-line benefits on the path to full, cross-channel customer experience excellence.

Click below to learn more...

CEA for Operational Efficiency 

Identify the most cost-effective service paths

"Contact center metrics focus on operational data such as number of calls and average handling time, but these indicators do not report on the actual customer experience, such as identifying system bottlenecks or confusing prompts."

- IVR Customer Insight is Good Business
Forrester ResearchSpeech analytics can provide insight into the ’voice of the customer’; web analytics can provide insight into web and e-commerce metrics; but neither can analyze the true end-to-end customer experience - from store to web to agent to mobile - to translate customer behavior across channels into huge cost savings opportunities.

ClickFox CEA for Operational Efficiency boosts operating efficiencies and carves out operational costs from a business’ service delivery system while also improving the overall customer experience. By analyzing customers’ exact paths and traversals through complex interactions, organizations can pinpoint bottlenecks preventing customers from successfully completing self-service tasks or driving repeat contacts for issues. Leveraging CEA and the deep, cross-industry expertise of our service experts, you can:

• Identify specific behavior leading to unsuccessful task completion to increase self service containment rates
• Pinpoint issues and processes driving multiple contacts to improve first contact resolution
• Optimize self-service and IVR systems to deflect more calls away from live agents
• Implement improvement strategies based on specific experiences leading to opt-outs and transfers
• Discover the ideal path of your customers with deep insight into dominant behavior and task flow navigation

With a proven track record of enabling large global organizations to drive immediate multi-million dollar cost-savings within weeks of implementation and analysis, this solution offering is a high return-on-investment tool designed to rapidly impact the bottom line.

CEA for Customer Satisfaction 

Go beyond surveys to truly understand customer satisfaction

"Surveys alone are commonly used to determine customer satisfaction; however, most customers who had a poor experience do not complain - they just spend less or leave altogether"

- Elevating the Multi-Channel Retail Customer Experience
DeloitteCustomer satisfaction surveys can provide some anecdotal data, but only on a tiny percentage of customers on a single interaction channel. ClickFox CEA for Customer Satisfaction enables businesses to understand the total customer experience across channels and the direct impact on both negative and positive CSAT scores. By mapping end scores to the specific interactions/experiences that directly influence daily CSAT results, organizations are able to implement targeted strategies for measurable improvement and increased customer retention. Leveraging CEA and the deep, cross-industry expertise of our service experts, you can:

• Identify key experiences leading to negative and positive CSAT survey scores
• Analyze CSAT across channels to prioritize target improvement areas
• Examine volume/rate of self service success or failure compared to CSAT responses
• Improve NET Promoter scores by identifying the true drivers of CSAT
• Understand the direct impact of CSAT scores on customer churn behavior
• Understand the effect of CSAT on future experiences and buying patterns

With a proven track record of translating customer behavior insight into multi-million dollar ROI for Fortune 1000 organizations, ClickFox is a trusted partner you can rely on for significant, measurable customer satisfaction improvement.

CEA for Customer Retention 

Build longer, more profitable customer relationships

"Two of every three respondents globally - 67 percent - switched companies...at least once in the past year due to a poor customer service experience".

- 2008 Accenture Customer Satisfaction SurveyClickFox CEA for Customer Retention uses the ClickFox CEA analytics platform to understand the specific customer behaviors and events that result in churn, enabling businesses to proactively take action to improve customer satisfaction and increase customer retention. By following and analyzing the paths of churned customers, businesses can leverage CEA and the deep, cross-industry expertise of our service experts to:

• Identify most common issues driving customer churn for targeted process improvement
• Pinpoint common behavior patterns leading up to churn, i.e. repeat contacts, unsuccessful completion of tasks
• Determine direct link between low and high CSAT scores and likelihood of customer churn
• Identify at-risk customers and proactively respond with highly effective retention strategies
• Predict future behaviors for targeting cross-sell and up-sell efforts

With a proven track record of translating customer behavior insight into multi-million dollar ROI for Fortune 1000 organizations, ClickFox is a trusted partner you can rely on for significant, measurable customer retention improvement.