The Customer Experience Blueprint
The patented ClickFox CEA “Customer Behavior Pattern Recognition Engine" analyzes data from all customer touch points and using a unique customer identifier provides a roadmap of each customer's journey. CF CEA then identifies correlations and trends across all customer journeys, highlights opportunities for improved alignment between customer expectations and company goals, as well as optimal methods for handling each type of inquiry or interaction.
ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view within and across all self-service, contact center, retail and other channels. ClickFox takes raw standard system logs from various interaction channels and sources such as customer data warehouses, churn databases and CSAT surveys, and using patented technology reconstructs the original customer sessions and creates a robust interactions database.
This database is the basis for the ClickFox analytics process and is used to create a visual blueprint of customer behavior, giving organizations insight and understanding of customer paths through the enterprise's service process channels.
Some of the unique capabilities of the ClickFox solution are:
- Cross-Channel Experience Visualization Capabilities
- Ability to Track High Level Completed Task Paths
- Behavioral Mapping (Traffic Viewer) - Shows a visual display of the customer experiences
- Analyzing User Behavior Based on Speech Input
- Ability to identify and analyze Repeat Caller Behavior
- Dominant Path Analysis across multiple channels
- Capability to understand and improve First Contact Resolution
- Tailored Comprehensive Dashboard for Daily Management Review