Customer and business analytics help businesses in improve their customer experience, among other organizational goals. However, analytics alone cannot do the job effectively; business intelligence tools prove to be of great help in providing quick, organized, and fact-based answers.
Here are three ways on how business intelligence solutions can improve your customer service game plan and enhance the experience of your customers to build and retain loyalty like you have never done before.
1. Integrating Data from Various Sources
Contact centers and other customer-centric organizations usually make use of more than one application to manage the components of their client servicing. One application might be recording phone call history, another one might be used to record complaints and resolutions, while another one might be used to record purchases.
When a customer service associate tries to obtain a customer’s record from all these applications separately, it will take them time to find vital information, causing delay in creating solutions for the customer which eventually leads to disappointment. The use of business intelligence tools seamlessly integrate all types of business data from various sources, producing a simple yet comprehensive dashboard to enable associates to find everything they need quickly from one source. This eliminates a great amount of wait time, gratifies the customer in the shortest amount of time possible, and improve your customer's experience drastically.
2. Empowering Customers by the Use of Self-service Portals
The best way to retain customers is creating value for them so they don’t look for it from another provider. One great way to do this is by empowering them to do some things by themselves online through the
Through customer experience analytics, business intelligence tools can customize the whole user experience in the portal, presenting the information that customers want see once they log-in.
3. Improving Employee Performance for Better Delivery of Services
A balanced scorecard is a management technique used to measure the performance of employees or departments against the company’s implemented strategies and objectives. A “scorecarding” feature is available in some business intelligence tools, which can give employees and managers a closer look at how they are performing through data visualizations and interactive diagrams. Because of its accessibility and ease-of-use, employees are able to quickly evaluate their performance, and act immediately upon what needs to be improved or escalated.
The brilliant solutions brought about by business intelligence serves as a single point of reference for all customer interactions and employee performance metrics, giving companies more leverage in revamping their overall customer experience. Exceptional customer service doesn’t solely rely on customer-facing employees, but also on customer data analytics and technology, such as business intelligence tools, that help them deliver the most optimal results.
Interested in BI and other business solutions involving data? Download our "Roles of Business Analytics" to find out how business intelligence and data analytics can help drive growth for your business. You may also get in touch with our experts to learn how D&V Philippines can add value to your business.
This article was first published 03 May 2016 and edited 30 November 2020.