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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

See CEA in Action - Demo

A Bird's Eye View of Customer Experience for the C-Level

Powered by ClickFox's award-winning CEA platform, ClickFox Pulse features fully customizable executive dashboard reports that visually display customer experience trends and key performance metrics across channels so that users can monitor and track the metrics that are most important to their role or business. Executives can quickly and easily monitor changes in metrics like self-service containment, first contact resolution, customer satisfaction and customer churn against internal goals and thresholds over time, and even compare their performance to external benchmarking indicators to see how they're faring against best-in-class leaders.

See Pulse in Action - Demo

Read the Product Overview

Start Your Customer Experience Journey

ClickFoxGO! is a packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The solution enables companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordable than ever before.

The ClickFoxGO!solution leverages the industry-leading ClickFox CEA technology to deliver advanced dashboards and reporting of high-level customer experience improvement opportunities. Customers benefit from rapid speed-to-insight with support from our expert services team who currently analyze nearly one billion customer interactions per month.

The adoption rate of customer experience analytics has grown tremendously in the past few years, but it still remains largely concentrated around large-scale organizations. ClickFoxGO! meets the demand for more accessible and affordable solutions to ensure that organizations of all sizes can benefit from customer behavior analysis and insight. This cost-effective solution delivers immediate ROI and a better understanding of customer paths, preferences and service needs.

ClickFoxGO! packages are available for a single interaction channel (such as IVR) or cross-channel environments, and include:

• Up to 1 million analyzed customer interactions per month
• Up to 2 data sources for a single channel environment or up to 5 data sources for a cross-channel environment (max. 3 channels)
• Analytics powered by the ClickFox CEA core engine
• Solution hosting & data retention for 13 months
• ClickFox professional services, including:
• Advisory session & business discovery
• Data discovery & data ingestion
• Model & dashboard creation and tuning
• Customer experience analysis roadmap
• High-level opportunity assessment analytics sessions
• Recommendations for improvement assessment analytics sessions

To get started on your customer experience journey with ClickFoxGO! fill out this form.

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.

Revolutionary Analytics Without the Upfront Investment

In today's complex customer experience landscape, you need a solution that can grow and scale to your changing needs and priorities. ClickFox CEA SaaS delivers all of the security, scalability and control you seek for an attractive, predictable and more manageable monthly subscription fee. Our SaaS clients benefit from a lower up-front investment, reduced infrastructure and resource requirements, and faster time-to-value - the solution can be up and running in a matter of weeks!

You also have the opportunity to leverage the deep domain knowledge and industry expertise of our highly trained business consultants to ensure you receive the maximum value for your CEA investment.They collaborate with you step-by-step, from discovery to business case development to deployment and training, and finally delivery of high-impact, compelling business results.