With the proliferation of new, modern service channels and rising consumer expectations, organizations are spending more than ever servicing their customers. Expensive, unnecessary calls to live agents, repeat calls and costly onsite and technical support are especially damaging, driving up the cost-to-serve and negatively impacting customer satisfaction and loyalty simultaneously. As companies continue to roll out and refine less expensive self-service options, customer experience often takes a back seat to bottom-line improvement.
So how can organizations deliver more efficient experiences without sacrificing quality? Only ClickFox experience analytics solution analyzes customer behavior and the upstream and downstream impact of failed transactions and unresolved issues to deliver powerful insight into the most expensive paths and root causes driving up operations costs. By understanding exactly where and why customers aren’t following the most efficient paths, and are forced to switch from channel to channel or spend lots of time and effort trying to complete transactions, companies can take action to optimize processes and systems, delivering highly efficient, highly satisfying experiences in every channel.
The result is dramatically improved self-service success rates, higher first contact resolution, fewer calls to live resources and a better end-to-end customer experience.
With ClickFox, Fortune 500 leaders across industries collectively have added more than $1 billion to their bottom lines. Contact us to find out how.
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