ClickFox’s unique Customer Experience Analytics (CEA) solution delivers a single, powerful view of the total customer experience across and within all communication channels, providing deep and actionable insight for better decision making and significant return on investment (ROI). By aggregating data from existing sources – CRM, call recording, IVR, CTI, website and more – CEA models the actual paths of customers at every interaction touch point to uncover hidden connections and reveal bottom-line customer insights.
By using this insight to identify where customers encounter issues, how interaction channels are impacting each other and what specific events trigger cross-channel customer transitions, organizations can successfully balance two mission critical goals: providing customers with productive, satisfying, and effective experiences that improve their satisfaction and loyalty, while applying the most cost effective means for the company using the appropriate mix of highly efficient, lower cost customer service options.
There are millions of dollars that can be saved by getting customers to the right channels at the right time. Working with ClickFox, Fortune 500 leaders in telecommunication, financial services, media and utilities collectively have added more than $1 billion to their bottom lines. Not only have they systematically eliminated multiple root causes of bad journeys, but they also have created new services, innovative solutions and trusted advice for their customers.