ClickFox software allows you to track users’ behavior across multiple channels. From customers who were frustrated with your web site and ended up on the phone with live agents, to employees searching the company’s intranet and then logging in to back office systems, ClickFox shows you users’ step-by-step experiences as a single set of actions, even as they move from one system to another.
See Your Customers’ Entire Experience, Beginning to End
ClickFox allows for optimization of customer outcomes across a variety of channels, including:
- IVR/Speech systems
- Web applications
- Enterprise applications such as ERP and CRM
- Interactive kiosks
The ClickFox solution is unique in its ability to map any logged interaction to the system structure that the user faces. Think of the call flow, or the web experience, or even the agent desktop workflow as a single, large decision tree. The customer is presented with options at each step and has a decision to make: Should I continue? Should I hang up? Should I close my web browser? Should I call the call center? Should I attempt to get my problem solved through the IVR?
ClickFox helps you to quickly identify:
- The key bottlenecks in a cross-channel customer experience…and how to fix them
- The true causes of costly drop-offs to CSRs, regardless of channel
- Various channel preferences based on function or other criteria
- Optimal deployment of service channels to maximize customer self-service success
ClickFox helps you ensure that customers can get it right the first time using the preferred channel. The result is huge cost savings, enhanced revenue-generating capability and improved customer satisfaction.