Both of these stats point to one conclusion: Service teams that use customer service analytics as the new enabler of championing customer satisfaction stand to win brand loyalty – and a whole lot more.
Here’s what you need to know to benefit.
Types of customer service analytics
AI and customer service analytics
Benefits of tracking customer service analytics
What to measure for customer service analytics
Getting started with customer service analytics
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What is customer service analytics?
Customer service analytics means assessing the data created by america phone number list service interactions to uncover actionable insights. This data comes from multiple sources – including phone conversations, emails, chats, social media, and customer surveys – and can be categorized into quantitative and qualitative.
Quantitative customer service data includes the measurable facts of a customer service interaction – like how long the customer had to wait, which agent responded, how long the service interaction took, and which channel the customer used. Qualitative service data includes information like customer sentiment, complaints about product flaws, feedback on branding, or even customer insights on your competitive weaknesses and strengths.
Customer service analytics distills all of this data into useful nuggets of information, which is especially helpful as your business grows and takes on a greater volume of service interactions. Analytics may reveal customer preferences, potential product improvements, or ways to increase operational efficiency.
Though many leaders can get behind the idea of data analysis, putting it into practice can prove daunting. Consider our findings in the State of Data and Analytics report. While 96% of service leaders say that trustworthy data is more important in times of change, only 44% of service leaders consider themselves to be very data-driven, compared to more than half of marketing and sales leaders. A lack of data skills and confidence in data sources appears to be hampering many leaders’ abilities to tap into their data for insights.