Customer service has never been more important for companies. After the global pandemic’s uncertainty, businesses realized just how crucial providing adequate customer service online is for their brand Both prior to and during the pandemic, consumers dealt with a lot of uncertainty when interacting with new brands online, but thanks to customer service analytics, brands were able to provide customers with the information they needed to help ease anxieties and answer questions.
The good news? The efforts didn’t go unnoticed. As companies improve their customer service, they see positive results. Research shows that customer service influences decisions and word-of-mouth recommendations. Approximately 81% of customers say a good customer service experience means they’ll make another purchase with the same brand and 95% say that customer service is important for brand loyalty.
While most people believe that customer service analytics are only helpful for sales teams, it’s actually an excellent tool for all customer-facing teams, including marketing, operations, and customer service.
- Customer service analytics is the process of collecting and analyzing metrics from your customer service teams.
- These analytics can help you improve overall customer satisfaction
- Monitoring these analytics can improve the sales and marketing teams and their strategies.
What Exactly are Customer Service Analytics?
Customer service analytics collects and analyzes a vast array of metrics from your customer service teams. These metrics may include:
- How many calls does your call center take in a given period
- How many emails did your email inbox receive, and how many of them were answered
- How many accounts have you closed on social media
- How many sales do you close on the phone, etc.
When collected and analyzed, these metrics help your company better understand strengths and weaknesses when it comes to providing excellent service to your customers.
By identifying these gaps in your service, you can then use this information to improve your overall service performance. This can help you meet or exceed your customers’ expectations and increase your overall customer satisfaction.
Customer service analytics also helps you monitor your teams more closely and identify when they’re providing exceptional service or providing subpar service. This can help you determine the best times to contact your customers and the best ways to give them the assistance they need.
What Role Does Customer Service Analytics Play in Your Marketing and Sales Strategies?
Customer service analytics is an essential part of any marketing and sales strategy. Companies that collect and analyze data can identify trends, respond to customer needs and improve their overall customer service experience. Here’s what role analytics play in shaping both your marketing and sales strategies:
Customer Service Analytics and Your Marketing Strategy
The data you collect and analyze through your customer service analytics is great for improving your marketing strategy.
By monitoring your customer service analytics, you can identify a wide range of beneficial information, including:
- What channels your audience prefers using
- What channels your audience uses to interact with your brand
- Common topics/products/services that your audience is interested in
- How many touchpoints are needed to encourage a sale, etc.
This information can be used to create more relevant marketing strategies. For example, discover that your audience prefers to interact with your brand through social media. You can create a social media marketing strategy that focuses on increasing your social media presence and enables you to interact with your audience more frequently.
Customer Service Analytics and Your Sales Strategy
The data you collect and analyze through your customer service analytics is also a great starting point for improving your sales strategy. By monitoring the data that’s being generated through your customer service analytics, you can identify a wide range of beneficial information, including:
- Which sales channels are generating the most revenue for your company
- Common questions your sales teams face regularly
- How receptive consumers are to your sales team’s current efforts
This information can create a sales strategy that focuses on increasing your sales team’s ability to respond to your audience’s questions and concerns and provide their answers.
4 Ways to Use Your Customer Service Analytics to Your Advantage
Customer service analytics are a great way to see how your customers feel about your company.
Customer service analytics allow you to find out what your customers like and don’t like about your product or service. This helps you improve customer service and enables you to provide better products and services.
Here are 4 ways to use your customer service analytics to your advantage:
1. Better Understand Customers and Their Intentions
Monitoring your customer service analytics gives you the ability to identify trends and patterns in your customers’ behavior. This allows you to identify patterns in your customers’ behavior and respond accordingly.
For example, if you notice that many customers contact you with the same question, you can use this information to address the concern and provide your customers with the answers they need.
2. Improve Customer Retention
Providing excellent customer service is the best way to keep your current customers satisfied and coming back for more. However, it’s also important to recognize when to let go of a customer.
By monitoring your customer service analytics, you identify customers who are likely to leave your business and can take action to address the issue before it becomes a problem. By addressing their needs and showing them that you care about them, you help increase your customer retention.
3. Increase Sales
Monitoring your customer service analytics is also a great way to identify opportunities to increase sales. By monitoring the data generated through your customer service analytics, you can identify customer service issues preventing customers from buying your product or service.
Once you’ve identified these issues, your team can take the necessary steps to reduce these friction points and increase your sales.
4. Increase Customer Engagement and Experience
Providing your customers with the best possible experience is the best way to boost customer engagement. By monitoring your customer service analytics, you can identify opportunities to increase your customers’ engagement with your brand.
For example, you can use your customer service analytics to identify the most commonly asked questions and then create a FAQ page that addresses them.
This approach allows you to respond to your customers when they have a question, and it gives your customers the answers they need.
Give Your Customers the Experience That Keeps Them Coming Back for More
Providing your audience with the best customer experience is essential for your business. By monitoring your customer service analytics and acting on the data you collect, you can create a second-to-none experience. Ready to see how you can put your customer service analytics to work and improve the customer experience for your audience? Contact us today for more information!