IMPROVING SELF-SERVE OPTIONS

Thriving businesses in today’s digitally centered world understand a streamlined digital experience is paramount to efficient business operations and great customer satisfaction. To gain insight into their digital platform, a leading Financial Institution asked ClickFox to map customer journeys inside their web and mobile application channels. 

In addition to journey mapping, analysts needed to determine inefficient journeys in digital channels that drive customers to contact customer service representatives. Not only do these interactions cost the company more money, they also decrease customer sentiment by forcing the customer out of their channel of preference into lengthy and sometimes onerous processes.