ClickFox Secures New Customer in the Banking & Financial Services Industry

0
36

Share on LinkedIn

Major Financial Institution Selects ClickFox to Provide Cross Channel
Customer Experience Analytics to Improve Service Delivery and Lift Net
Promoter Scores

ATLANTA, Nov. 5, 2012 – ClickFox, the pioneering leader in experience
analytics, today announced it has secured a new customer in the banking and
financial services industry. The Credit Card Division of the company will
use ClickFox’s Customer Experience Analytics (CEA) platform to integrate
customer data across 40M+ consumers to deliver the best experiences. Data
will come from multiple channels including call center, Web analytics,
digital marketing, Net Promoter Score (NPS), interactive voice response
(IVR), churn events and card activations. ClickFox CEA will allow the
company to obtain a 360-degree view into customer experiences. This insight
will be used to implement strategies that will help improve NPS and
long-term loyalty while decreasing the amount of time customers dedicate to
service inquiries and reduce the operational costs associated with inbound
customer service issues.

With the announcement of this latest customer, ClickFox now manages customer
records for three of the top five U.S. financial institutions, driving
leadership to create better customer experiences in the financial sector.
ClickFox currently analyzes more than 12 billion customer interactions
annually across all major industry verticals.
ClickFox was chosen over other analytics providers because it provided the
only solution that connected customer traversals through each of the service
experience channels, including call center, Web, digital marketing, IVR
analytics, NPS and card activations. With the integration of the ClickFox
CEA platform, the customer will gain insight into over 80 million customer
sessions per month. ClickFox was also the only solution that met the
institution’s requirements of a quick deployment timeframe, a minimal IT
resource requirement and a tool that allowed the business team to manage
ongoing analytics without the need to request changes to data and data
queries.

Before selecting ClickFox for its customer experience analytics, the
customer was analyzing individual interaction experiences at the transaction
level, rather than across the customer journey. Limited by having an
incomplete picture of all customer journeys across channels, the customer
often focused on issues too narrow in scope because they either lacked
customer perspectives across multiple touch points for a transaction, or
because the feedback was based on a small sample of the customer population.

Once the CEA platform is fully operational, the customer expects to be able
to implement recommendations to help optimize broken processes that cause
customer frustration and drive unnecessary service costs. The customer will
be able to redesign cross-channel service journeys that are negatively
impacting customer loyalty and develop new segmentation strategies to
deliver personalized service experiences. Analytics will assist the customer
in improving retention, reducing agent calls, self-service containment
within interactive voice response systems and increased enrollment in
marketing offers.

About ClickFox
ClickFox is the defining leader of a new breed of experience analytics
software and solutions, analyzing behavior for more than 12 billion consumer
accounts across every channel available to consumers today. Transcending a
limited single channel view, ClickFox patented behavioral analysis engine
provides a visually intuitive mapping of all customer interactions – from
IVR, retail, Web, and email to agent CRM desktops, handheld devices, and
interactive kiosks – delivering unparalleled visibility to uncover hidden
connections and reveal bottom-line customer insights. Deployed by some of
the nation’s largest telcos, financial institutions, among other Fortune 500
enterprises, ClickFox has a proven track record of helping world-class
service providers dramatically boost operational efficiency and
profitability.

Additional ClickFox information is available at http://www.clickfox.com and
on the ClickFox Customer Experience Analytics Blog at
http://www.clickfox.com/blog. Join the team on Twitter, Facebook and
LinkedIn.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.

ADD YOUR COMMENT

Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here