Big data has made a powerful impact in all aspects of business, affecting how organizations set long-term objectives, segment marketing campaigns and optimize logistics. Customer service is another key aspect of daily operations that can be improved through analytics.
Companies will find a wide array of opportunities to make customer care and technical support more effective when they work with a partner that offers detailed analytics and tested strategic guidance for performance improvements.
1. Personalize the customer service experience
"Personalization is an increasingly integral part of the customer experience."
Personalization is an increasingly integral part of the customer experience, and that's particularly important when businesses strive to make connections across multiple channels. With extensive data readily available, organizations are able to provide more consistent service, even if users switch between visiting brick-and-mortar locations and making contact online or over the phone.
When these consumers get in touch with customer care or technical support, they don't want to explain their needs repeatedly. In turn, the more context that representatives have for each interaction, the more helpful they can be. Having visibility into a customer's past engagements with the company helps contact centers make the latest conversation more productive.
2. Detect recurring issues with products or services
Tracking interactions between customers and representatives through call monitoring, chat analytics and surveys often reveals important patterns in the data. When companies discover that the public is repeatedly encountering the same problems or areas of confusion, they can take steps to address these issues. That might mean establishing new workflows for customer service representatives, revising documentation or releasing an update for a product.
3. Gain insight into how customers use different channels
Consumers may choose to contact an organization over the phone, through chat or by email for different reasons. Communicating over the phone provides a more personal interaction that can be useful for discussing complex situations, but chat is often ideal for answering quick questions. Email is usually best for giving lengthy, technical directions. Gathering data on each interaction shows what topics come up most frequently through each channel and informs how contact centers direct conversations to achieve the best outcomes.
4. Identify needs for additional training or coaching
Contact center leaders use analytics to drive improvements among their staff, noting key performance indicators, finding where representatives are falling short and taking action accordingly. Experienced specialists in performance improvement can offer guidance in setting benchmarks and identifying the reasons why some customers are not satisfied. In many cases, the answer to improving these situations might be making changes to training practices, providing individual coaching to an agent or including new evaluations to the hiring process.
Knoah Solutions brings companies a wide variety of solutions for offering high-quality customer service that have benefits for each interaction as well as long-term results. Experts draw on big data to grant companies a fresh perspective on their operations and set a performance improvement plan. Plus, Knoah offers a full slate of customer service solutions, with the technology, personnel and locations to develop and execute a robust, data-driven strategy that builds lasting relationships with consumers.
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