The web has become a mainstay of customer service delivery. Customers simply expect it, and economically, it’s an absolute necessity. Billions of transactions occur on the web every month, making many Fortune 1000 companies virtual deliverers of customer service. As online customer relationships proliferate, companies today are accurately sensing that their current web analytics are not enough when trying to fully understand their customers’ behavior.
Customer Experience Analytics, not Web Analytics
ClickFox for Web is not a traditional web analytics solution, but an integrated Customer Experience Analytics (CEA) environment that helps companies deal with some very critical gaps in customer understanding. These issues may sound familiar:
- The Internet is a key channel for us, but the quality of our web-based relationships with customers remains a mystery.
- We know what successful users do, but the unsuccessful ones are the ones we need to really understand.
- We don't really know if the site is delivering the intended user or brand experience.
- We can't link our offline marketing actions to online behavior and business outcomes.
- We can't prioritize web marketing dollars, because we don't know what works and what doesn't, from the customers' perspective.
- How is the web complementing (or hindering) other self-service channels?
ClickFox technology transforms your web logs into a graphical representation of the web experience (see below) and produces clear indicators of visitor behavior, providing new customer understanding to the marketer and website manager alike.
The ClickFox system goes beyond reporting on hits, page views and viewing time. By providing intuitive visualization of how visitors actually navigate within the site structure, ClickFox delivers measurable insight on how to provide the best web experience for your customers.
In addition, ClickFox is unique in its ability to generate specific and actionable recommendations for improving website performance via its patent-pending artificial intelligence capabilities.