Product
The Only Product of Its Kind Delivering a True Visual Representation of Customer Behavior
Most analytics or data warehouse solutions, when applied to Customer Experience, offer a fragmented, 'silo-ed' exercise that leads to continued gaps in information and disappointing, incomplete results. ClickFox CEA focuses exclusively on customer behavior across the enterprise, identifying and modeling the actual path taken for every customer interaction. Our patented technology aggregates this data, assigning unique behavioral codes to each interaction across all customers and all touch points, to produce a powerful and dimensional visualization of customer experience across the enterprise. This one-of-a-kind view immediately identifies never-before-seen opportunities for improvements, delivering the power to finally create the experience driven enterprise.
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The Customer Experience Blueprint
The patented ClickFox CEA "customer behavior pattern recognition engine" analyzes data from all customer touch points, and using a unique customer identifier provides a roadmap of each customer's journey. CF CEA then identifies correlations and trends across all customer journeys, and highlights opportunities for improved alignment between customer expectations and company goals, as well as optimal methods for handling each type of inquiry or interaction.
ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view, within and across all self service, contact center, retail and other channels. ClickFox takes raw standard system logs from various interaction channels and sources such as customer data warehouses, churn databases and CSAT surveys, and using patented technology reconstructs the original customer sessions and creates a robust interactions database. This database is the basis for the ClickFox analytics process and is used to create a visual blueprint of customer behavior, giving organizations insight and understanding of customer paths through the enterprise's service process channels.
Some of the unique capabilities of the ClickFox solution are:
- Cross-Channel Experience Visualization Capabilities
- Ability to Track High Level Completed Task Paths
- Behavioral Mapping (Traffic Viewer) - Shows a visual display of the customer experiences
- Analyzing User Behavior Based on Speech Input
- Ability to identify and analyze Repeat Caller Behavior
- Dominant Path Analysis across multiple channels
- Capability to understand and improve First Contact Resolution
- Tailored Comprehensive Dashboard for Daily Management Review
A Proven Method for Success
Based on our extensive work with today's best-in-class industry leaders, ClickFox employs an advanced analytics strategy and proven methodology to ensure the success of your customer experience project. Leveraging a team of highly trained experts and business consultants at each step in the process, you can rely on ClickFox as both a best-of-breed solution provider, and a trusted business partner.
Our structured methodology consists of the following phases:
- Collect: ClickFox takes raw standard system logs from multiple interaction channels and customer information from various sources such as customer data warehouses, churn databases and CSAT surveys to create a visual blueprint of customer behavior as it relates to key performance indicators (KPIs).
- Model: ClickFox will model your customers' experiences using the data sources chosen. This model becomes the baseline for all analytics, reporting and dashboards that can be fully configured to your business objectives and goals.
- Group: Based on the unique customer model created, ClickFox enables segmentation of channels, customer type, geographic regions, survey results and more that provide unparalleled insight into the highest priority issues impacting the customer experience.
- Analyze: By providing deep, cross-channel analysis and trending of customer behavior, you gain never-before seen opportunities to reduce operating costs, improve system and application effectiveness, increase customer satisfaction and proactively respond to customer churn.
- Act: The most important step in realizing real business impact and ROI is to translate the insights into targeted improvement strategies based on actual customer behavior and needs, including changes to self-service applications, task flow processes, authentication procedures and other internal business systems that can have immediate, measurable impact on the organization.
