Companies that use analytics to bolster their customer service operations realize better results when it comes to customer satisfaction, operational efficiency and financial performance compared to their counterparts that do not use analytics this way.
That’s according to a recent research report from Aberdeen Group that surveyed 233 organizations about their customer experience management programs.
Those companies that use customer service analytics are 39 percent more satisfied with their abilities to make service decisions driven by data compared to those companies that do not use analytics for service.
Additional findings include:
“In the era of the empowered customer, superior service is a key factor in organizational success,” according to the report. “Analytical tools provide the strategic lever through which companies convert their data into actionable insights.”
The report finds that all users of customer service analytics monitor the voice of the customer across multiple channels to capture insights about the products and services that they offer.
Additional key capabilities include:
Those companies that use customer service analytics are more likely (60 percent versus 16 percent) to segment their customer bases to develop detailed profiles of customers.
“This helps determine the common characteristics of loyal clientele and how service activities impact customer loyalty,” the report notes. “Findings from this process are then used to repeat activities that help organizations retain customers and avoid ones that drive churn.”
Furthermore, 60 percent of companies that use customer service analytics can convert service interactions into revenue opportunities.