ClickFox Service to Map Customer Experience

Analytics firm ClickFox has launched a research service to map customer experience and identify the greatest opportunity for service improvement.

ClickFox's behavioral analysis engine provides a map of all customer interactions from retail, web and e-mail, to agent CRM desktops, handheld devices and interactive kiosks.

In December, the firm launched the 'Customer Experience ROI Calculator', to gauge customers' potential ROI using default data gathered from ClickFox's repository representing billions of customer interactions.

Its new Customer Experience Analytics Insight (CEAi) service benchmarks an organization's customer experience against ClickFox's aggregated data, which represents the behavior of more than 240 million customers.

CEAi industry research will include in-depth industry-specific and cross-industry market briefs offering findings and trends, identifying patterns across key metrics like first contact resolution, self service effectiveness, customer satisfaction and customer retention.

Data will be available on a quarterly basis, and will grow as ClickFox adds new features to its CEA product suite, such as executive-level visual comparisons.

Web site: www.clickfox.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.