Provide Proactive Customer Service by Leveraging Customer Data
Gone are those times when a customer really had a little option on with whom they should deal with. In other words, customers had limited choices and their demands were attainable. Plus, an entrepreneur was extremely powerful and a customer did not know where to go. However, that is no longer the case today.
Today, customers have many alternative brands to take their pick from based on how they want their items, what they want, and he kind of treatment they expect while they buy the products/services. Thus, the power equation has shifted from an entrepreneur to their customers. If a customer is dissatisfied with any business today, or have a feeling that a certain business is unable to offer customer delight, it is easy for them to turn their backs and chose a different brand for their purchases.
Plus, you could have noted in the past that an unsatisfied customer did not spoil a business’ image. However, with the increasing popularity of social media platforms, as well as, other technologies, customers today enjoy free and instant access to different websites and can make a huge impact on a business if they are not satisfied with a business.
Thus, to keep with this changing trend, it is imperative for the businesses like Zendesk today to ensure that the needs of their customers are fulfilled always. To put it even more simply, every business today has an important duty of making sure that their customers remain satisfied.
Ways proactive customer service can be attained by leveraging customer data:
- Time spent on your brand
Customer data can be crucial to find out how much time is spent by your customer daily to interact with your business or brand. The data can tell you the value of customers in your business in the long and short term.
- Direct communication
Customer data can be also useful for direct communication with your customer if they are not satisfied with your customer service and customer experience or for marketing purposes
- To know what is trending at present
If you want to know what is the latest trend among your customers and then categorize those topics on criteria like sex, group or age to promote the related products or to introduce a new product/feature.
- To know their preferences
You can utilize the customer data to identify your customers’ preferences so that it becomes easy to deliver highly personalized customer experiences and offers.
- Know your customers’ likes and dislikes
The data is also important to know the likes and dislikes of your customers so that you can offer them an enhanced experience when they come to you the next time.
According to a recent research report, leaders of contact centers who want to surpass the expectations of their customers in 2018 are concentrating on 3 key areas to change. These include linking customer data systems, deploying AI tools such as chatbots, and making their performance metrics more modern.
When contact centers leverage their customer data gathered from text-based interactions, they get the chance to provide convenient self service portal and proactive customer service. The initiative also takes care of the requirement to offer intelligent customer service, which can trigger emotions like reassurance and recognition to make the connection between the customers and a brand stronger.
Just like business intelligence, the data analysis process and actionable insights empower your customer service agents to make informed decisions and also offer proactive recommendations based on past interactions data. If you want your customer service representatives to deliver highly personal and convenient experiences, your data analytics systems should be linked and there should be relevant business processes in place to deliver intelligent customer service.
A survey revealed that almost 50 percent of the leaders in customer service agreed that they struggle with the ability of their organizations to relate to customers across multiple channels, which is not a mean feat at all.
Check out the various phases to master intelligent and data-driven customer service cutting across many systems:
- Connect systems
Although many contact center leaders want their customer service representatives to be fully empowered, many opine that their team is unable to capture the complete customer journey. Thus the topmost priority to master data-driven customer service is to make sure that their agents capture the customer data successful, as well as, manage them across various channels. Whatever tools and platforms are used by your business to collect text-based interactions with the customers should be in proper sync with the current data management systems being used.
- Agent efficiency
After all the customer data is available in a single place, your next priority should be to improve agent efficiency. Integration with the CRM system can help in streamlining the process for customer information collection.
- Deliver proactive customer service
It is the final stage when your customer service representatives are extremely familiar with the platforms and tool for capturing customer data, As agents have bow access to the entire customer profile, they possess the actionable insight required for identification and addressing the potentials even before they can occur. It is a phase when your agents can offer help in a proactive manner.