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5 Businesses That Will Live (Or Die) By Social Media
BNET - Christopher ElliottIf you work in the retail business, you probably already know how important social media is to your company. But a new survey suggests several other industries are at a tipping point between interacting with their customers online and offline.
The study, conducted by the customer experience analytics company ClickFox, found five industry groups in which people havesought customer service in high numbers, which I define as more than 30 percent.
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“What is Customer Satisfaction—Really?”
Business Insider - Marco PacelliHigh customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?
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Is Social Media Just Another Customer Service Interaction Silo?
Business insider - Marco PacelliSocial media is all the rage lately with new solutions, companies and “gurus” popping up everywhere. There’s no denying that social media has revolutionized the way companies listen to and engage with their customers, but there is also no consensus about its true impact and ROI. Many have claimed social media will eventually boil down to just another method for marketers to shove their agenda down consumers’ throats. Some say it’s the only way companies will do business in the future. So where’s the truth? Well, somewhere in the middle, of course.
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Social Media and Service Integration Spells Support Savings
1to1 Magazine - Anna PapachristosA recent study highlights the cost of customer support and how social media can ease service spending. Customers can be your company's greatest advocate or biggest critic. Increasingly, they're taking their opinions online, unleashing waves of praise or discontent throughout the social sphere, causing immediate ripples of positive or negative press. Many of these customers are expecting companies to respond
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Another Reason To Go iPhone: It's Cheaper to Support
InfoWorld - Galen GrumanUsers already seem to have decided that the iPhone is the way to go when it comes to smartphones, but IT isn't always so convinced. Here's something that might help IT skeptics relax: iPhones require less support than Androids and BlackBerrys. So says ClickFox, a firm that analyzes customer experience data to identify problems. ClickFox analyzed the support calls related to smartphones received by the North American carriers, and after factoring out the questions related to billing and carriers' various plans, it found a startling pattern: iPhones cost less to support than Android devices and BlackBerrys.
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Applying Data Analytics to Customer Experience and Service on Social Media
SmartData Collective - Cliff FigalloRecently we interviewed Amir Dekel, Director of Marketing and Communications for ClickFox, a provider of "customer experience analytics." In results just released concerning a survey they'd administered to a broad group of client customers and employees, they discovered perceptions of social media as a customer service channel. The social media-centered part of our interview is available on our sister site, Social Media Today.
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ClickFox Says Android and RIM Carry Extra Support Costs [Infographic]
ReadWrite Enterprise - Joe BrockmeierAccording to ClickFox, a customer experience analytics company, Android and Blackberry phones require a lot more handholding by wireless companies than iPhones. Based on an analysis of more than 250 million wireless subscribers in the U.S., the costs are about $4 more per subscriber annually.
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Survey Results: Perceptions of Customer Service Delivered Through Social Media
Social Media Today - Cliff FigalloClickFox describes its offering as "customer experience analytics." Recently, in cooperation with the Edelman public relations firm, they conducted a survey across businesses and customers on perceptions of customer service delivered through the use of social media. The results are interesting, which led us to request an interview with a ClickFox representative who would answer questions about the deeper implications of the results.
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Sprint’s Knowledge Advantage
1to1 Media - Mila D'Antonio"We use ClickFox to understand how our customers do business with Sprint. This increased visibility allows us to identify IVR usability, call routing, and process improvement opportunities. We use the information to address different types of customer inquiries to optimize the experience across [customer] care, the Web, and retail channels to make it easier for our customers to do business with us."
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30 Second MBA: What Do You Wish You Knew Before You Started Your Company?
30-Second MBA - Marco PacelliMarco Pacelli, CEO of ClickFox, answers this business question at 30SecondMBA.com.
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ClickFox Research – What is the root cause of detractor formation?
Golden Mean - Rick OteroThe folks over at ClickFox have been doing some interesting customer experience industry research of late. The most interesting I have been exploring is their “Customer Tipping Survey”.
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Yes, Customers Are Willing to Use Social Media for Customer Service [Infographic]
ReadWrite Enterprise - Klint FinleyOne of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As of now, the phone is still the most common way to provide support. But would customers be willing to engage in other ways? An infographic from customer experience analytics firm ClickFox organizes research on the subject and finds that two in three customers would be willing to use social media for customer service if they understood the tools better. The infographic also breaks down the cost per interaction of various types of engagement, and finds website visits to be the cheapest by far.
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Special Focus: Improving Productivity Via Simplified Self-Service Authentication
Customer Interaction Magazine - Brendan B. ReadIVR and web self-service systems have long been excellent contact center productivity-enhancing tools by handling calls that would have been answered or made by live agents at a fraction of the interaction costs. They can boost customer satisfaction by providing queueless responses. And one of the most important factors in enabling self-service functionality is authenticating customers when they use them; it is also key in providing effective customer service. Unfortunately, effective authentication has been too often overlooked, reports a new ClickFox (News - Alert) (www.clickfox.com) study, “The Impact of Authentication on Customer Experience and Operational Costs”, prompting customers to reach out to live agents.
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QBE FIRST Partners with ClickFox to Enhance Customer Experience
7-11-2011Leading insurance provider signs multi-year SaaS agreement to analyze millions of self-service interactions for customer experience optimization
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4 Ways to Connect the Customer Service Dots
Retail Online Integration - Marco PacelliConsumer expectations are at an all-time high, continuing to mandate how shoppers want to be serviced and treated. The question is, how do consumers react when companies fall short in delivering the expected level of customer experience?
