A Proven Method for Success
Based on our extensive work with today's best-in-class industry leaders, ClickFox employs an advanced analytics strategy and proven methodology to ensure the success of your customer experience project. Leveraging a team of highly trained experts and business consultants at each step in the process, you can rely on ClickFox as both a best-of-breed solution provider as well as a trusted business partner.
Our structured methodology consists of the following phases:
- Identify Key Business Drivers: ClickFox experts work alongside your executives and sponsors to identify the most critical business issues facing your organization and maps solutions to address those specific challenges leveraging our deep expertise of the business impact of customer experience. Upon conducting a value assessment to estimate the impact your organization can expect to see with customer experience analytics, you can socialize the findings and make updates based on internal feedback.
- Collect: ClickFox takes raw standard system logs from multiple interaction channels and customer segmentation information from various sources including web sites, call and chat logs, agent desktop and CRM systems, kiosk and mobile applications and more to build a visualization of how aggregate customers move across channels and where they encounter issues. By providing deep, cross-channel analysis and trending of customer behavior, you gain never-before seen opportunities to reduce operating costs, improve system and application effectiveness, increase customer satisfaction and proactively respond to customer churn.
- Apply Business Drivers: ClickFox will model your customers' experiences and connect them to additional customer data available from warehouses, churn databases CSAT surveys and social media activity to create a visual blueprint of customer behavior as it relates to key performance indicators (KPIs) and critical business outcomes.
- Act: The most important step in realizing real business impact and ROI is to translate the insights into targeted improvement strategies based on actual customer behavior and needs, including changes to self-service applications, task flow processes, authentication procedures and other internal business systems that can have immediate, measurable impact on the organization
- Monitor and Measure: ClickFox is used after initial improvements are made to measure the impact and behavioral changes over time and report on the impact to operations costs, CSAT results, churn rates, buying habits and other bottom line indicators of performance for continuous improvement that changes as the business and customer base evolves.