17 May 2013

BIG DATA and customer service

big data customer service image

BIG DATA and customer service

Big data and customer service are definitely becoming the in-topics in the digital industry and there association is also increasingly linked with the ability to improve customer service. Capturing the data, harnessing the data, shaping the data, using the data are all common themes which make the headlines everyday. The power of modern computing technology and data analytics allows companies to capture and model the behaviour of their customers and gain a deep understanding of the key trigger points in their day today interaction with the business. Once the hidden patterns and correlations leading to a purchasing action are fully understood, companies gain predictive influence over their customers and can certainly encourage or stimulate additional purchases. Often this is done under the pretense of better customer service and improved responsiveness to customer needs. 
However, before pushing the experiment too far, it is important that companies reflect on the ethical attributes of the techniques being deployed. Provided they are genuinely aimed at delivering a better customer experience, they could be encouraged. If they are purely designed with the objective to milk more out of a customer, often without him or her realising it, then one should pause and make sure that the customers interest is safeguarded before proceeding.

4 comments:

  1. Big data can give you more information about your customers than ever before. But it's not enough to have it; you need to do something with it. What are you learning and how are you using that information to make changes?

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  2. Great article, thanks! Customer service is probably one of the most underrated things in this world - truly a dying art. I have come across a website which allows me to receive the customer service I deserve. By writing reports about my Suppliers, and allowing them to respond to me regarding the matter at hand, http://hellopeter.com/ has helped restore my faith in customer service.

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  3. A big data is useful to determine the flow of the business. You can be able to see what needs to be improved and the areas to maintain. It is one of the best basis on how you can decide the best ways and techniques to meet you business goals.

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  4. nice information you share with us..
    nowadays approx 75% owners of companies using 1300 phone words for their customers to provide great service in Australia according to a survey.

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