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Discover how this Fortune 500 natural gas utility company used the ClickFox Journey Analytics platform to chart end-to-end journeys, align and simplify business rules across channels, reduce costs and improve customer experience.
To improve Customer Journeys the company focused on:
1. Empowering customers to succeed at their desired tasks in the chosen channels
2. Simplifying processes in order to reduce customer effort
3. Ensuring a consistent customer experience across all channels.
The ClickFox Platform singled out areas for improvement, primarily those journeys most likely to result in agent interactions that could be more easily addressed through self-service applications.