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A Fortune 500 natural gas distributor currently serves over 2 million customers in multiple states, growing its customer base dramatically over the last couple of years. A key challenge facing this utility is to match a commitment to customer service satisfaction while maintaining their reputation as one of the most efficient natural gas distribution companies in the United States.
At the end of 2007, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to analyze voice self-service for customers calling into U.S.-based call centers. Single channel analysis of the voice self-service customer experience began in early 2008 and was followed by a broader, cross-channel analysis combining voice/ Interactive Voice Response (IVR), CRM/Agent Desktop and Customer Satisfaction (CSAT) data. The company was looking for a clear picture of customer traversal through self-and assisted service channels overlaid with CSAT feedback to gain understanding of customer paths and how they correlate to customer experience.