Every year, companies use billions of dollars in revenue because of poor customer service. On the other hand, companies that offer positive IT support to their customers have more than 70% chances of getting a referral. Prompt services, personalization, and authenticity reduce churn. One such example is Spectrum. It is due to their great customer support and affordable internet prices that my entire family are loyal subscribers. A business could use many tricks to improve its customer support but a way that works best every time is leveraging on customer big data. Wondering how?
Here Are Some Ways To Get A Holistic View Of Your Customers To Improve Support Services:
1: Narrow Your Target Audience
The key to success is knowing your target audience. Once you know them, it becomes clear what kind of message to send to them that will bring conversion.
Some of us might know our target audience already. It’s encouraged to still dig up because there’s always some room for improvement. Learn about their purchasing habits, demographics, etc. and use that information for narrowing down your target audience with mass data. This will help you figure out what to offer them at each stage of the buyer’s journey.
2: Identify Their Pain Points
With the right kind of data and tools, you can identify the pain points of your customers. Let’s say a customer wasn’t happy about the quality of a product. Get in touch with them to find out what exactly they didn’t like. With this insight, make improvements in your product and offer the best version of it.
3: Personalize Customer Experience
A big part of amazing customer experience is personalization. Generic emails and ads never perform well. However, if they are tailored to your customer’s desire or the item they have expressed interest in, chances of conversion increase.
It’s impossible to offer a personalized experience without knowing what each customer wants. Thanks to data, it’s easier to create a meaningful relationship with each customer and offer them exactly what they need.
4: Act Fast With Massive Data
Good customer support is all about acting fast in real-time. Social media research says that 75% of individuals who contact a company through social media for customer support expect a response within 1 hour. It’s critical to seize the moment
Here’s the data platform you choose plays a big role. Go for an integrated solution that unifies data and provides analytics for transforming the data into meaningful insights. Only then you will be able to recommend action in response to the customer’s query.
5: Anticipate Your Customer’s Move
It’s important to go beyond real-time data. Use predictive analytics to seize the moment and anticipate the next one. Customers of today expect companies to know how to dress their future needs. We will need an accurate self-learning marketing technology for that to make better decisions and predictions.
6: Keep On Improving The Internal Process
It’s almost impossible to satisfy each and every customer. Before the advent of the Internet call centers used to rely on roll-ups and daily reports to figure out how their teams are performing. Now, businesses have Big Data. It tells how each customer support agent on your team rates among users.
From this information, you can locate the bottlenecks in the process. You can also set up training programs to ensure your agents are trained to handle recurring situations and avoid what didn’t work.
Massive Data problems can provide information on response time, first contact resolution, hold time, and Abandonment rate. With this information, you can optimize the operations of your customer service department across all channels.
7: Retention Vs Acquisition
Retaining an old customer is always easier than selling to a new customer. Through big data, you can determine which selling approaches are successful in acquiring customers. Then, you can create a seamless customer experience that puts the needs of your customers first. Keep on checking the reports to see which customer service strategy needs to change.
8: Put Your Customers First
When relying on data to improve customer experience, don’t lose sight of what your customers want. Do you think your customers will be comfortable knowing what information you have about them?
To stay on the safe side, have opt-in policies in place. Before sending a message, integrating new technologies, or following up with a purchase, always have customer centricity in mind. Your customer is the most important part of the business. They are not just a data point. Every interaction with them is an opportunity for gathering fresh data. It’s up to you how to use that data for delivering value.
No doubt, how you put data to use determines if a visitor converts or not. I admire how Charter shows personalized Spectrum internet speeds in my area according to your location whenever you visit their site. Its time you start leveraging data to improve customer service in your business.