Customer service provides users and clients with positive personal interactions, while also addressing any questions or concerns they may have. While this is typically a service done through face-to-face or human interaction, customer service departments can create unique, quality experiences with information supplemented by analytical insight.

Analytics in Customer Service

Service Performance Data

  • Improve customer service by identifying trends in customer needs, wants, and responses.
  • Track employee performance metrics and determine how and where more training is necessary.

 

Response Rate

  • Improve customer service and interactions by analyzing data from customer response rates.
  • Maximize optimal response types from employees to provide comprehensive service.
  • Streamline communication between company and customers by using analytics to determine breakdowns and shortcomings in the process.

 

CRM Information

  • Maximize CRM potential by analyzing lead and opportunity pipelines.
  • Increase conversion rate by using data-based information to identify potential opportunities at the right place in the funnel.
  • Ensure client relations data remains recent and updated, and determine optimal next steps to communicating with them.