~5 minute read

Providing great customer service helps businesses across every industry scale quickly and earn customer loyalty. In a sea of options, customer experience has quickly become a major differentiating factor for consumers both in product retail and digital product spaces, like SaaS.

Data helps customer service teams determine where their customers find the most value, where features or tools are being underused or used in unique ways, and at what points in their journey they might decide to churn.

When customer service teams know what their customers are most interested in, what work they are really trying to use their products for, and what their pain points are, they can pass that information back to marketing and product development teams.

This allows the entire organization to analyze, iterate, and prioritize, so they can better meet the needs of current customers and exceed the expectations of prospective customers.

Read more: Empowering Customer Service Teams with Insights on Demand

In many cases, especially at smaller organizations, customer sentiment may be shared between teams anecdotally, and particularly vocal customers can even dictate some major marketing and product decisions because their opinion stands out.
This is why it’s crucial for teams to explore the true story their data is telling them in order to understand the more accurate and holistic picture of customer experience across their entire customer or user base.

Teams rely on third-party BI tools or built-in reporting and analytics functionality in their CRM and live chat software to keep up with customer trends and analyze data over time. But these systems are often rigid and inflexible, surfacing only high-level metrics and even restricting access from those without data analysis skillsets.

With an intuitive data access solution like AutoQL, every member of every team can quickly find and share critical data that confirms or disproves their hunches and experiences of one-on-one interactions so that they can provide impactful recommendations to other teams.

Offer Cross-Functional Teams Exceptional Exploratory Analytics

Give teams immediate access to the data they need to share across their organization to make agile decisions, as quickly as possible.

As businesses scale, it’s more and more difficult to derive insights from direct customer feedback as the volume of interactions increases. The more customers, the more data there is to report on. Leveraging a conversational data access solution, customer service teams can weave data discovery into their everyday workflows and use that information to support and improve the business.

For example, digital marketing teams often work closely with customer service to ensure that the buying journey is seamless across their e-commerce website. While the design and flow of the site helps customers find the items they’re looking for, a new live chat initiative has been introduced, allowing the team to increase conversion rates and troubleshoot issues in real time that have historically led to abandoned carts or high bounce rates.

With AutoQL, customer service team members can quickly and easily create comprehensive dashboards to track critical data points that will inform them of the outcomes of this new initiative.

Alternatively, they can simply ask questions of the data in their own words through a conversational UI system like Data Messenger to track the success or challenges of this initiative in real time.

They can quickly ask questions like “How many conversions happened through live chat each day this week?”, “How many return requests happened through live chat each day this week?”, “What were the top 5 items returned through live chat this week?” or “What was the most requested product category through live chat this week?”

They can compare and contrast these results with the data before the live chat implementation to see how this new feature is contributing to revenue for their business.

Read more: Providing Real-Time Data to Front-Line Customer Service Agents

Finding the answers to these questions lets the customer service and marketing teams know where the website could be further optimized and how to point customers towards the right items as soon as they land on the site. This leads to improved buying experiences and ultimately more sales for the company.

Software providers who serve growth-minded teams can add cutting-edge data access options that give everyone the flexibility to use data in their day-to-day and more easily access and share insights as they scale their business.

With extended capabilities that yield real results for customer service teams, software providers earn greater trust and increased dependence on their solution, boosting their bottom line and giving them a data-driven edge over other competitors in their space.