ClickFox

ClickFox is a data management company that helps businesses capture, store, and analyze customer data. For most companies, there are many different channels between the business and the customer. The customer can interact with the company in several ways: web, voice self-service, CRM, email, chat, SMS, surveys, social networks, automated retail and others. Each interaction provides can provide useful insight into the customer. However, gathering information from each channel and organizing the data into one warehouse is often a difficult task. ClickFox helps to capture all this information and store it. One service ClickFox provides is called CEAi. CEAi is about analyzing customer behavior. The areas of analysis include: self-service effectiveness, first contact resolution, customer satisfaction, customer retention and loyalty trends which are identified for financial services, wireless/telecom, utility, insurance and healthcare. Specifically, ClickFox analyses Wireless OS Costs(Are non-working apps causing problems?), authentication(What is easiest for your customer?), self-service (Improving the self-service experience for the customer), and Repeat Contact Behavior by Geography (Where are customers calling from?).

I think ClickFox is something that would be useful that service customers all across the country. It helps the company obtain information which is needed to compete. The CEAi is particularly helpful because it helps the company realize where it is losing money. For example, the Wireless OS cost analysis helps the company define where mobile applications have problems and could be costing the company excessively.

This is an image taken from the ClickFox website. It is referring to the Repeat Contact by Behavior analysis.