Have you ever felt trapped in a bad customer service experience? Poor customer service not only hurts customers, but companies whose reputations are in stake. And once it starts flooding the web and real world, it can take years to recover consumer trust and loyalty.
Customers are now more techy savvy and are exchanging service experience information through social media, blogs, e-commerce, Facebook, Twitter, mobile apps, etc. With the exploding amount of data and information in each passing day, customer experience management has now emerged as the next big challenge and opportunity for enterprise business.
Analyzing large data sets like capture, storage, search, sharing, analytics, and visualizing, so called ‘Big Data processing’ is now a new mantra for corporations in their productivity growth, innovation and consumer surplus. All of this leads to better customer service.
Business intelligence solutions are important tools to help organizations classify and react to customer opportunities, as well as issues. A survey conducted by ClickFox discovered that over 40 percent of enterprise IT decision makers use three to five Business Intelligence solutions on a regular basis. Most companies are just starting to use data analytics and business intelligence techniques to understand their customers’ experiences. With data analytics and business intelligence tools becoming more affordable and available in this Big Data era, companies are working to redefine their goals for customer support. Big data can add significant value by making information transparent and usable. It provides more transactional data in digital form; collects more accurate and detail customer information, ultimately making tailored products and services by individual customer survey.
ClickFox is one of the leaders is providing data analytics and business intelligence Customer Experience Analytics software (CEA) and services. Their software analyzes an estimated 1 billion interactions per month, for 400 million customer accounts of Fortune 500 leaders. Its CEA solutions focus more on the customer analysis rather than pure numbers, which allows companies to understand the real motivations behind their customers’ actions.
ClickFox‘s patented business intelligence techniques help companies reduce operational costs, improve customer satisfaction and revenue generation, while enhancing the overall interactive customer experience. ClickFox’s scalable service can process data up to 1M+ records/sec and 47MB+/sec and provides a cross-channel analysis and graphical representation.
