What problems do your customers face? What are the obstacles customers face in their quest for assistance? How can the process improve to create a pleasant customer experience and increase engagement?
Forward-thinking companies specializing in customer relations explore these issues on a daily basis. You too need to focus on your customers’ experience in order to improve it on a daily basis.
Customer service companies are the kings of data. They generate mountains of raw data with each interaction. However, most organizations derive only a tiny fraction of the potential value of data analysis. A recent mcKinsey and Company study of customer service in the industry, public sector and health sectors found that these sectors exploit less than 30 of the potential value of their data.
Many barriers to data extraction and analysis are organizational, including:
- Limited access to data
- Lack of integration between channels, creating data silos
- The difficulty of attracting data scientists to their business
And the list goes on. Even when companies have the right resources with the right tools, it can be difficult to identify the best opportunities for improvement and translate that information into action.
AI in customer service
To improve the customer experience, you need to know what questions to ask and what the data means. Using the power of artificial intelligence, you can assimilate data on a large scale with a small human workforce. This allows you to make predictions based on previous patterns and analyze the impact of your actions. Dashboards, interactive charts and data filters provide actionable information that will help you prioritize improvements. This way, you can strategically differentiate your brand through an exceptional customer experience by:
- Exploiting artificial intelligence in parallel with commercial intelligence.
- Learning how customers use your channels to allocate the right resources to the right channel.
- Discovering emerging trends, the feelings your brand generates.
- Finally, by identifying and correcting problems before they reach customers.
This way, these improvements can also extend to other services in your business. You can instantly analyze another team’s performance metrics and share specific dashboards with team leaders. In addition, use information that has already led to improvements, but also trends, historical comparisons to assess agent performance and their impact on the business, as well as to remedy your inefficiencies. organization.
What to remember
First, you need to use data analytics software. Microsoft Dynamics 365 Customer Service Insights provides a solid foundation and easily connects to various systems. It offers an intuitive user interface that can be used by customer service managers and subject matter experts.
In this way, the need for scarce human resources is eliminated. Indeed, everyone in your company will be able to analyze your data. In addition, the artificial intelligence of Dynamics 365 Customer Service Insights will be a great way for them to help them interpret the data. This will enable customer service managers to make better decisions to improve customer satisfaction and optimize the productivity of their teams.
Translated from English: https://cloudblogs.microsoft.com/dynamics365/bdm/2019/08/29/how-data-analytics-and-insights-can-improve-customer-service/
Author: Tessa Kloster, Group Product Manager, Microsoft Dynamics 365
