Customer Experience Analytics

Key features include:

• Behavioural Data Fusion - patented technology takes relevant structured and unstructured information from all native system logs and other data sources at regular intervals. During the gathering phase, ClickFox CEA graphically reconstructs the original customer sessions, creating a robust interactions repository - the foundation for the analytics process used to create a visual blueprint of customer behaviour, including cross-channel and cross-business flow traversals
• ClickFox CEA Traffic Analysis - once the traversal model is created, enterprises gain a visual view of how customers are really moving through their systems. The model is populated continuously and as quickly as the data is available, showing actual behaviours within individual experiences
• ClickFox CEA Task Analysis - scenarios like dominant paths can be examined, unique traversals, drop-off points and next-step activity, to combine the users' accomplishments within and across the interactive touch points. This analysis provides insights into customer behaviours and the impact they have on operational outcomes
• Pattern Analysis - ClickFox delivers a series of patented technologies and processes that automate behavioral pattern analysis, constantly evaluating both current and past behavior. Common patterns are identified, tagged, labelled, categorised and studied to determine how certain patterns affect each business driver negatively or positively
• ClickFox CEA Artificial Intelligence (AI) Recommendations Engine - Identifies discrepancies between system designs and experiences and how different customer segments actually interact with these systems. The output: Recommended new, modified or simplified paths to get customers through enterprise processes more effectively and efficiently
• Business Analysis Views - Analytical data captured in traffic and task analysis along with AI Recommendations Engine analysis can be used to populate high-level trending dashboards. These highly customisable views ensure customers have the ability to look at the data that really matters, keeping track of key performance indicators, essential business flows, self-service completion rates, customer segmentation behaviour and more

Key benefits include:

• Flexible deployment options – Can be provided as a hosted (SaaS) solution or deployed as an on-premise owned product
• Customer experience mapping and analysis – uses segmentation analytics to categorize customer interactions by channel type, frequency and other attributes enabling enterprises to determine the cost and margin of each interaction
• Reporting tools & portals – enabling complete executive business case reporting and the ability to monitor and measure the impact of cross-channel customer experience analytics
• Customer behaviour pattern recognition engine - analyses data from all customer touch points, and using a unique customer identifier provides a roadmap of each customer's journey
• 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
• No need to integrate silos of information – analyses data and interactions across all customer touch points providing a more rounded, single view of customer experience
• Customer satisfaction – understand the total customer experience and the direct relationships leading to both negative and positive CSAT scores. By mapping end scores to the specific interactions/experiences that directly influence daily CSAT results, this solution enables enterprises to develop predictability templates to identify and proactively manage CSAT key drivers
• Understand customer behaviours and events that trigger churn – identify at risk customers and tie off leakages