Something as simple as resolving customer concerns the first time they call—and ideally answering their questions before they call—have a big impact. Improving the quality of the service doesn’t have to cost more, and that benefits everyone.
Atlanta, Georgia (PRWEB) November 07, 2013
ClickFox, the pioneering leader in customer experience analytics, today announced that Cricket, the leader in wireless services with no long-term contracts, is analyzing customer journeys using the ClickFox Experience Analytics (CEA) Platform. The cumulative customer experience or “journeys” provide key life-cycle insights that have proven to be over 30 percent more predictive of customer satisfaction than individual interactions.
Cricket is focused on customer journey optimization with an end goal to decrease churn. The CEA Platform ingests and connects Cricket customer touch points across multiple channels—including phone (IVR and Agent desktop), web, retail, surveys, network usage, customer segmentation and life cycle events (e.g., activating new services)—for a 360-degree view of the customer journey. This drives faster time to decision making and facilitates root cause identification.
“Cricket is focused on providing the best customer service by understanding the entire experience,” says Marco Pacelli, CEO of ClickFox. “Something as simple as resolving customer concerns the first time they call—and ideally answering their questions before they call—have a big impact. Improving the quality of the service doesn’t have to cost more, and that benefits everyone.”
Using CEA, Cricket identifies the journeys that are most likely to lead to churn from the hundreds of thousands of unique experiences. In addition to improving business drivers, ClickFox uses journeys and customer attribute data to score the entire customer base and to provide a “likelihood to churn” value. The resulting propensity model allows Cricket to develop customized retention offers and continue providing the optimal customer experience while reducing service overhead.
ClickFox is the market leader of a new breed of experience analytics software and solutions, connecting billions of interactions across every channel into comprehensive journeys. Beyond a limited single-channel view, ClickFox patented journey analysis engine provides a visually intuitive mapping of all customer interactions from IVR, retail, Web, and email to agent CRM desktops, mobile devices and interactive kiosks. The CEA Platform facilitates discovery and reveals bottom-line customer insights. Deployed by Fortune 500 companies, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability. Visit http://www.clickfox.com for further information.
Cricket is the pioneer and leader in delivering innovative value-rich prepaid wireless services with no long-term contracts. Cricket offers nationwide wireless voice and mobile data services over high-quality, all-digital 4G LTE and 3G CDMA wireless networks. Cricket's innovative products and services, including the award-winning Muve Music® - the first music service designed for a wireless phone, are available nationwide at Cricket branded retail stores, dealers, national retailers and at http://www.mycricket.com . For more information about Cricket, please visit http://www.mycricket.com.