Great customer service is tricky to achieve, no matter what business you’re in. It’s difficult to engage employees and keep customers happy while also running a successful business. The key is to rely on real-time data to guide your decisions and structural choices.
Business intelligence (BI) makes certain goals possible that many once believed were unreachable. Major corporations can understand individual customers, products can be improved based on customer feedback, and customer service can become a more human interaction, all through the capabilities of business intelligence.
The data can be converted to a visualization that’s easy to read and understand for companies of all sizes, not just the ones that have the resources to hire a data analysis team. Thanks to the information collected through this technology, there are several ways customer service can be utilized to improve the overall experience. Here are five of the best.
1. Stronger Customer Voice
Perhaps the most prominent improvement is a stronger customer voice. Both target consumers and actual customers can offer feedback in real time without even realizing it.
Every time a customer makes a comment about your business on Facebook, purchases a product, clicks on an ad, reads a blog post, or interacts in any other way with your firm, BI can scoop up that information and you use it to improve your company’s performance.
2. More Quickly Identify Trends
Customer service is arguably one of the primary reasons people choose to stick with a business over time. The only way to stay competitive in customer service today is through timely and accurate identification of trends.
Assessing key performance indicators is a first step in that process. BI leads the way in that sector: it collects data and visualizes it so you can see what’s coming for your operation in the future. You can jump on the latest shifts in your industry and implement great customer service tactics in response to those trends.
3. More Than Just Surface Analysis
You can observe many things about your customers on the surface. By talking to them every day, you’ll learn basic information about what they want and whether your customer service representatives are keeping them happy or not.
But that surface analysis is very limited. With BI, you’ll know not only whether your customers are happy with your service, but why they’re happy or unhappy and what you should be doing to improve.
Customer personas will become stronger and more clear as you nail down demographics, industry sentiment, and areas where feedback can improve. Thanks to this deeper analysis, you can accurately pinpoint in real time the things you’re doing well and what you could do better, which are the keys to excellent service.
4. Deeper Customer Satisfaction
Once you’ve pinpointed the changes that need to be made and implemented them in your daily interactions, it won’t be long before customer satisfaction begins to rise. You’ll have the ability to measure customer satisfaction rates through BI.
5. More Engaged Employees
In addition to achieving and observing more fulfilled customers, your employees will also feel a sense of deep satisfaction that translates into a better work environment. Because they’re the main contact with customers, it’s essential that your employees feel engaged with the job.
If your business is working hard to deliver a great customer experience, your employees will be able to tell the difference. They’ll be more interested in carrying the work forward and implementing strong relationships with your customers.