Big Data, a way to improve customer experience?

Big Data, a way to improve customer experience?
Published on: Jan 15, 2021
Updated: Aug 18, 2022

Customer services, social networks, mobile applications are a source of reliable and available data! The word in trend these last years. Data is the new Eldorado for marketing and customer relations teams, who can, by analyzing this data, offer a more personalized and optimized customer experience.

But what exactly is this customer data? How can Big Data be used to improve the customer experience?

Big Data improves the daily routines of companies considerably. But how do you use this customer data in a meaningful way? By collecting large amounts of information from several resources (emails, chatbot, etc.), consolidating it and making it available to the contact center. Thus, you get an accurate overview of the behavior of your customers but also get ahead and anticipate trends via users.The data inherent in a good customer experience

Only 17% of e-retailers (Source: Shipping Study 2020) take the personalization of their packages a step further by adding a personalized leaflet. The adoption of Big Data allows companies to re-establish true personalization and thus put your customers first. Once the data is collected, the idea is to use it to optimize your customers' satisfaction, and show them that you are there for them, but more importantly, that you know them. That they are not just customers. For this, 3 distinct steps:

  • Analyze the results of the interaction:
  • Analyze the results and the data collected: customer profile and habits. For example, if one of your customers has the habit of buying a type of product regularly, use this data to send him an alert and tell him that it is available on your site! This way, you can perform customer management in an efficient, fast and personalized way.

    • Characterize your customer engagement:
    • View and analyze interactions as well as touch points with your customers to understand the context of their wants and needs.

      • Drive with data:
      • With the help of the data you have collected and by accurately analyzing the behavior of your customers, you will be able to see their desires in advance and thus allow your after-sales service to be one step ahead. A successful customer journey leads to a more loyal customer base. A successful customer journey leads to a more loyal customer base, and it becomes critical that they have a tailored customer experience. So, using the data you collect, offer a custom designed customer journey. If you would like more information on how parcelLab can help your team, or if you would like to schedule a demo, please contact us!

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        Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

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