Customer service used to just involve face-to-face or phone interactions. Now, with the addition of Internet-based interaction, things got a little more complicated. However, now we have more insight and data regarding these online programs, because companies can use and tabulate data from each transaction, and in turn, use that to improve their business. This data can be used to figure out your target audience and tailor services to them, understand customer journeys and trends, know customer needs before they ask based on past data, and use the data to improve internal processes, such as employee training. After all, great customer service involves constant adjustment and fine-tuning of all your services.
- The particulars of customer service are a lot more complicated than they used to be.
- You want to figure out your target audience and understand the entire customer journey.
- You must know the customer needs before they ask and how to improve internal processes.
“In addition to maximizing your target audience, big data can allow a company to understand the entire customer journey.”