Data Analysis and Customer Service

Data Analysis and Customer Service

By Discovery Lean Six Sigma

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Data Analysis and Customer Service

The strong link between customer service and data analysis has started to become quite apparent in recent years. It’s no longer about collecting simple metrics like call duration and other similar points. We now have the capacity to analyze customer service interactions on a much deeper, more complex level, and the benefits of that are starting to manifest themselves in many areas of the industry. And we’re likely only seeing the tip of the iceberg, as well.

Integrating Data Collection

You have to start by integrating data collection systems into your current operation. This can be done in multiple different ways, depending on the exact specific details of your operations. When it comes to customer service, there are multiple viable points for collecting data which can then be analyzed in detail. And it’s a good idea to dig as deeply as possible, ensuring that you always have as much as you can of the bigger picture.

Analyzing Efficiently

You also have to make sure that the analysis you’re performing is actually efficient and up to date with your current requirements. Sometimes you might spend a lot of effort on something that will ultimately prove fruitless. Directing your efforts in analysis is going to be very important when you want to ensure that your customer service stays at a top-level at all times. It’s true that our analytical power is increasing over time, but this doesn’t mean that it’s okay to use it inefficiently. You’ll have to direct your approach very carefully in fact.

Revising Your Situation Based on Findings

Sometimes you might come to the conclusion that it’s necessary to make some changes to your current situation based on findings that you’ve made in your analysis. And in some cases, the changes necessary are going to be very minor. But in other situations, you’ll need to completely throw some of your established ideas out of the window. This can take a lot of time and effort, and you should be confident in the quality of your findings if you want to ensure that you’re not wasting your resources on something that will ultimately prove fruitless. When your actions are backed by solid data as we described above, this will be much easier.

Expanding Your Collection Practices

Data can be collected in many different ways, and it’s a good idea to study the range of available options in detail if you want to be sure that you’re not missing any points that could be relevant to you. Don’t just focus on one or two analytical positions – try to study as much as you can about your current situation, and hook those analytical systems up to different places to see what kinds of results you’re going to get. If you notice that one of your collection systems is not producing any useful information that you’re applying on a regular basis, it might be a good idea to consider cutting down on your expenses in that area.

Complex Analytical Systems

As the complexity of your data collection grows, so should your analytical systems as well. It’s important that you’re able to process all of the data you’re collecting adequately, instead of just piling it on. Otherwise, you’re only going to make things more difficult for yourself in the future, when you find yourself working with large data sets that are practically impossible to wrangle int heir state.

As long as you pay attention to the data that truly matters to the operation of your business, you should be able to improve your customer service significantly by just collecting and analyzing as much information as you can about the way things are currently running. And before you know it, you’ll be a market leader in terms of customer service and satisfaction.

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Original: https://www.shmula.com/data-analysis-and-customer-service/29502/
By: Shmula Contributor
Posted: August 24, 2019, 11:36 pm

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