CUSTOMER JOURNEY SUCCESS FOR MULTIPLE SYSTEM OPERATORS

 Some of the largest Multiple System Operators in the world have counted on ClickFox to automatically collect and connect their customer interactions into journeys.

They rely on journey analytics to make informed, intelligent decisions.

The results of a better experience*


RETAIL STORE EFFECTIVENESS

Analyzing the 'full visit experience' across all store channels can shed light on opportunities to improve store support capacity and optimize the effectiveness of in-store self serve machines.




5%

reduction of branch reps

TRUCKROLL EFFICIENCIES

Understanding the drivers of repeat truck rolls within a month can help detect issues with the process and reduce the number of repeat and initial trucks sent to customers.

20%

reduction in repeat truckrolls

CSAT/NPS DRIVERS

Most companies only read the verbatim text of CSAT/NPS surveys, but understanding the customer journey before filling out a survey is key to reducing pain points and doubling-down on effective parts of the business.




10%

reduction to low NPS/CSAT scores

DIGITAL CONTAINMENT

Streamline digital processes so that customers desire to stay on digital channels. This requires contact center, retail, and digital data to best understand the reasons why customers utilize offline channels after attemtping transactions on the web/mobile app.


15%

reduction in digital leakage

MARKETING: CUSTOMER ACQUISITION

Leverage customer journey data to develop marketing and conversion strategies with higher acceptance rates across all business areas.




$10M

in additional revenue

CHURN & COMPLAINT DRIVERS

Intersect the customer's journey by identifying multi-channel triggers of complaints and churn, providing increased predictive accuracy and micro-segementation capability.




20%

predictive accuracy in churn models

Become a Customer Journey-Centric Enterprise

See strategies & benchmarks for organizational transformation toward improving customer experience. As organizations across industries work to raise the bar on customer experience, consumer expectations continue to rise, transforming customer service into a key brand differentiator. Many progressive companies are even touting their customer service focus in advertising campaigns to appeal to an increasingly discerning consumer base and to attract business from competitors still maintaining the status quo.

 

"In most industries, the three journeys that matter most to customers account for more than 25 percent of total customer satisfaction."

McKinsey & Company
Journey Centric Enterprise Whitepaper
GET THE WHITE PAPER

 

"Customer Journeys tell us what customers are doing, thinking and feeling; the touchpoints they use; and the people they interact with along the way"

- Joana van den Brink Quintanilha, Forrester
Sr. Customer Experience Analyst