Customer Experience Analytics
ClickFox
ClickFox provides patented experience analytics software which tracks every interaction a customer has with a company, across all channels and throughout the entire lifecycle providing a visual map of insights on customer behaviour trends.
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ClickFox provides patented experience analytics software which tracks every interaction a customer has with a company, across all channels and throughout the entire lifecycle providing a visual map of insights on customer behaviour trends.
The output of this identifies: where breakdowns and successes occur and where opportunities exist for improvement and growth, tying customer experience to actual business outcomes such as attrition, retention and specific effects on cost and revenue.
Customer surveys, web analytics and business intelligence tools all generate data, but capture only part of the experience and don’t really connect those to actual business outcomes. ClickFox effectively links disjointed, cross-channel data to fully understand and analyse customer behaviour in a holistic view.
Key features include:
• Cost-to-serve – Analyse customer behaviour and the upstream and downstream impact of failed transactions and unresolved issues
• Revenue generation – Acquire a multi-dimensional view of consumer behaviour across the entire life cycle, providing insight into the influence of products/services, marketing and sales efforts, and customer attributes on response and conversion rates, buying habits and churn tendencies
• Customer segmentation – Through accurate customer experience data fragmentation, the ClickFox solution delivers a powerful view into customer behaviour patterns across various segments of customers based on their products and services, tenure, lifecycle stage, lifetime value, age and more
• Measure retention and loyalty – Through a full customer experience assessment, any organisation can not only target the processes, channels and people contributing to attribution, but also build at-risk profiles to target customers with similar behaviours and high propensity to churn for proactive retention strategies
Key benefits include:
• Performance optimisation – Using cross-channel customer information, businesses can optimise performance to improve customer loyalty, raise revenue, cut organisational costs, enhance reputation, drive business strategy and predict future needs
• Customer insight translated to the bottom line – The visual map produced by the ClickFox solution quickly shows companies how best to improve on customer satisfaction, increasing retention and generating revenue. The deep level customer information can help you deliver the right experiences, via the right channel, at the right time
• Reduce operational cost – Zone in on the most expensive customer journeys and root causes driving up your operational costs for more efficient and seamless customer experiences
• Customer satisfaction – Going beyond traditional approaches of measuring satisfaction, the ClickFox solution provides insight into behaviours, customer voyages and the root causes of issues driving dissatisfaction
• Understand your customer – By focusing on a customer’s behavioural patterns you can deliver the best possible experience for them and your organisation, based on the customer’s unique needs and preferences
