Inside Analysis

5 Ways Big Data Can Improve the Customer Experience

By Ashley Lipman


Internet users generate around 2.5 quintillion bytes of data on a daily basis. Modern business owners realize that in order to create popular products and services, they have to understand their audience better. Acquiring data and analyzing can help a business owner plot a course to success.

Not only will you need to use this information to figure out how to create products and services your audience will love, you can focus on providing a better customer experience as well. Investing time and money into optimizing the customer experience your company provides will allow you to grow your bottom line substantially.

Here are some of the ways big data is used to improve the customer experience.

1. Unfettered Access to Important Resources

Providing excellent customer service is the goal of most business owners. While this may sound like a relatively easy and straightforward process, it is actually quite complicated. For most businesses, receiving daily calls from customers is something they are familiar with.

Collecting data from these interactions will help you create a large database of useful information. For instance, knowing a customer’s name and what products or services they have purchased from your company can be beneficial. Calling the customer by name immediately create a sense of trust and familiarity. Your team will be able to use the data collected to meet the needs of the customer.

2. The Power of Multi-Channel Support

In the past, customers would use the telephone to contact a company. As technology has advanced, the contact methods used by customers have become more complex. These days, communication methods like email, live chat and social media posts are used routinely.

The main goal you should have is providing your customers with multi-channel support. Allowing data to be collected across these various forms of communication can be beneficial. This information can help your employees become familiar with a customer and what their history with the company is. The more a team member knows about a particular customer, the easier it will be for them to provide great customer service.

3. Making Sure Your Employees are on the Right Track

Developing a piece of custom software that allows you to track the work your team members do is essential. While you will need to use Roc Curves to assess the data threshold for this software, it will be worth the effort invested. Be sure to check out DaniWeb’s blog content about Roc Curves in Python for more information about this subject.

Collecting data about your employee’s interactions with customers can help you assess how well they are performing. If you see an employee is getting consistently bad reviews from customers, then you know there are issues to address. The only way you can provide an excellent customer experience is by optimizing and refining the data collection and analyzation methods your company is using.

4. The Ability to Solve Problems Quickly

Employees who handle customer interactions will have a number of questions and inquiries to deal with on a daily basis. The last thing you want one of your employees to tell a customer is they don’t know an answer to one of their inquiries. With the power of big data, you can provide employees with the tools and information they need to problem solve in a hurry.

If you have a large database of customer questions and answers, you can simplify the job of an employee greatly. The great thing about big data is that it continuously grows and improves over time.


5. Speed Up Response Times

The last thing any customer wants is to wait for the help or answers they are seeking. The longer a customer has to wait for the answers they desire, the more irritated they will inevitably become. Rather than setting yourself up for failure when it comes to customer interactions, you need to use big data to speed up response times.

If you and your employees have a plethora of useful information at your fingertips, solving customer problems in a hurry will be a breeze.

Working With Data Professionals is Crucial

Are you looking for a way to collect and analyze customer data? If so, consulting with IT professionals is a great way to ensure the best solutions are put into place.

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