Welcome to Youstice Blog!

We will use this space to share with you the latest developments on what we do at Youstice. We will also invite various experts to speak their mind about a number of topics, such as online dispute resolution, as well as the latest trends in issue management, e-commerce and technology, among others.

How to use data for success in customer care

We are living the age of big data with massive amounts of data being created, while only a small part of them gets actionable insights. In fact, there are only a few areas we can measure better than the quality of our customer care. Are you sure you are getting the most out of your data?

Segmentation is king

When measuring your service performance it is important to see the big picture. Average response time or total number of claims provide helpful metrics. But if you dig deeper and segment you can see even better stories. Do you know what the average response time on Facebook is? Or what the specific response time for each agent look like? Do you know what products your customers file claims about the most? Do not follow the old paths, you should think of your data in new ways. You should segment, segment and segment.






Use predictive analytics to understand what your customers need

Predictive analytics allows you to evaluate user behaviour. It can be a powerful weapon to lower your customer care costs and an important factor to increase its effectivity. 
The goal is to detect previously hidden patterns in your data. The data about your customers' unfinished order can provide valuable insights and help identify what to improve. You should evaluate the data. Building your analytics environment can become the foundation for major customer service transformation.
Just think ahead - it’s 2017 and big players like Google, Facebook, and Amazon have been using predictive analytics for years. Now it’s time for the broader market to adopt it.  

Context gives meaning to your big data

According to Fast Company research, 55% of social media users want an answer to their query in less than four hours. In such cases, just measuring your data is not enough. You have to measure it in context. You get the point. Having an average time of agreement reached in your claims means nothing if you do not know some of them take months to be settled. Finding your context is difficult but essential.

Bonus: Use online tools to collect the data about your customers

Great analytics begins with great input data. You should regularly check your tools and update them. These are several we use and like:
Youstice our dashboard provides various actionable insights to filter (active cases, issues, asignees etc.). It provides a comprehensive tool for customer claims analytics.
Mixpanel tracks user behaviour to show you what is going on inside your product. Data can be segmented to uncover the hidden patterns.
CrazyEgg analyses user behaviour on the website. It creates heat map to show you what your customers are doing on your page.
Kapost Content Scoring - helps you measure the impact of your content marketing by each deliverable. Great tool for marketing audit.
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