ClickFox: Simplifying Customer Experience Analytics

CIO Vendor Customer interaction decides the fate of any business today. Customer satisfaction based on their interactions with the business eventually affects the customer retention and revenue generation for the organization. It has thus become increasingly important for a business to understand and analyze the customer interactions across various channels. However, the emergence of several new channels has complicated the process as traditional means of analyzing and understanding customer experience are relatively ineffective.

To simplify this complex maze, ClickFox, an experience analytics company has developed a unique technology which provides clients with in depth customer experience analytics (CEA) solutions. The one of a kind service enable companies to understand every customer interaction across and within all touch points, and take action to improve the customer experience while significantly lowering operating costs and improving profitability. Headquartered in Atlanta, the company was formed by Founder and CEO Marco Pacelli a veteran high-tech executive with over 18 years of experience in building and commercializing technologies and companies.

The Need for ClickFox

Founded in 2000, ClickFox is an answer to the woes of organizations which earlier had to depend upon customer surveys, web analytics and business intelligence tools which generated data, but could capture only a tiny slice of interactions and experiences. These tools were inefficient in connecting data to real business outcomes.

"ClickFox's software tracks every individual interaction that every customer has with a given company, at every step in the path, across all channels and provides an understanding of customer behavior," explains Pacelli.
By connecting customer experience to actual business outcomes like attrition, retention and specific affects on cost and revenue ClickFox has won the trust of customers and investors alike.
When a Fortune 500 natural gas distributor faced challenges to match a commitment to customer service satisfaction while maintaining their reputation as one of the most efficient natural gas distribution companies in the United States, ClickFox came to their rescue.

Helping to Understand Customer Interaction

The client was looking to balance reputation for efficiency with high customer satisfaction,conduct cross-channel analysis for customer experience insight and also determine key loss points and root cause of high transfer rate when attempting to make payment. Courtesy of ClickFox’s deep domain knowledge and technical expertise the client was able to discover key IVR (Interactive Voice Response) application design improvements. They were also able to determine the optimal, payment paths for customers and lastly uncovered what propelled repeat caller behavior.

This is not an isolated example and ClickFox has helped various organizations falling in several verticals understand their customer interaction better. ClickFox's, patented CEA solution see takers in verticals which have a high value of consumer usage and several interactions at multiple touch points, such as banking, wireless, cable, retail, e-commerce, travel, power and electric companies among others. The company boasts of having the topmost wireless providers, banks, cable and satellite companies, power and electrical companies in North America as their clients.

The innovative company has found support of investors such as Ascent Venture Partners, Delta Ventures, Veritas Venture Partners, Cedar Fund, Morgan Stanley and Alternative Investment Partners.

ClickFox is keeping up with its mandate to develop and perfect intelligent technology that ingests data faster and more efficiently. Focused on determining best experiences and journeys for customers ClickFox is tirelessly helping organizations revolutionize their customer retention.

Company
ClickFox

Description
Customer interaction decides the fate of any business today. Customer satisfaction based on their interactions with the business eventually affects the customer retention and revenue generation for the organization.