SOURCE: ClickFox

ClickFox, Inc.

October 12, 2010 12:57 ET

Media Alert: ClickFox Releases Results of Customer Service Best Practices Survey

Consumers Reveal What Companies Are Doing Right and the Impact on Purchasing Decisions and Loyalty

ATLANTA, GA--(Marketwire - October 12, 2010) -  ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a survey conducted to understand what companies are doing right when it comes to customer service, and how this impacts consumer perceptions, buying behaviors and profitability. The online survey delivered valuable insight into:

  • Which industries are doing the best job when it comes to customer service
  • Which service channels provide the best experiences
  • The importance of an organization's customer service reputation in consumer buying decisions
  • The impact of issue handling and resolution on customer loyalty

Overall, the findings show that consumers place a strong emphasis on customer service with over 60% of respondents indicating that a company's customer service reputation is 'very important' in influencing their decision to do business with an organization. Consumers also revealed that customer service even plays a larger role than price when making purchasing decisions, especially in situations where a company meets or exceeds their expectations in handling and resolving customer issues.

The results point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue.

Download the complete report, including detailed findings and analysis at:

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed every month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. Transcending a limited single channel view, ClickFox CEA 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.

For more information on ClickFox:

Contact Information

  • Contact:
    Kimya Coker
    ClickFox Director of Marketing
    Email Contact
    +1 (404) 351-8020