Ventana Research Recommends Taking a Look at ClickFox
In a recent blog post VP & Research Director at Ventana Research, Richard Snow, recommended taking a look at what the ClickFox product can do to help you optimize the customer experience across channels and take a key step to supporting customer performance management. He also writes about a recent piece of research he just finished, where the majority of companies said it was important for them to track interactions across channels, however closer examination of the products they use suggests that they are not able to track whether an interaction began on one channel and continued on one or more alternative channels.
In recognition that customers are now using multiple channels, ClickFox has enhanced the product to capture usage data from a whole variety of additional channels, e-mail, chat, the web, point of sales terminals, and kiosks. Using a unique customer identifier, the product is able to bring all this data together and create a view of what channels a customer has used and how they navigated from one to another in order to resolve their issue. Just as for IVR, this information is displayed in highly graphical formats that allow companies to visualize what customers actually experience. Furthermore, the data is analysed in different ways to support companies trying to improve operational efficiency, increase customer satisfaction, or increase customer retention.
For further reading, click here to download our Customer Experience Analytics White Paper.