The Big Data is an indispensable tool for the competitive advantages of the companies since it allows to transform the data into results through the study of them.
Big data and analytics represent one of the most innovative frontiers for a company. The production processes and complex business systems generate a massive amount of data; the fundamental question that arises is how to use this data in a strategic key.
The interpretation of big data and analytics is a critical process to optimize the economic process, but also environmental, performance of a company. In this case, innovation means putting artificial intelligence at the service of the company, to correlate all the information produced by the various production processes to find valid energy saving solutions.
Companies need to leverage the data they collect to continue to compete. In the future business owners will create customized apps with JD Edwards and other programs to manage massive amounts of data across all operations.
In fact, unlike many technological trends, Big Data is not a trend but a management need. And they are for any type of organization. Those growing data sets that seem to blow up corporate databases will be the keys to competitiveness, business growth, and innovation.
- Helping to understand the reactions of the markets and the perception they have of brands
- Identifying the key factors that move people to buy a particular service or product
- Segmenting the population to personalize action strategies as much as possible
- Enabling new experiments allowed by the availability of unpublished data
- Gaining in predictability, thanks to an information history so wide-ranging and punctual to allow simulations to much more than likely
- Enabling new business models
Access To Resources
An internal knowledge base, with solutions for common questions, can be an excellent tool for staff on telephones. By making these sources accessible to your customers (FAQs on the website), you can reduce simple customer questions to the operators.
By recording call notes (in CRM) per account, customer service is better prepared for dealing with repeated problems, giving the whole organization access to the same, up-to-date information. This means a lot for frustrated users who are tired of repeating themselves.
Customer Experience (CX) Monitors
Monitoring the customer’s experience with your organization and employees are made easier by big data. Using continuous research after customer contact, real-time data is available on how customer service is experienced. Data that can also be viewed per employee.
For example, employees can be coached more effectively, and employees can learn from customer feedback resulting in personal and more effective communication. At the process level, the service can be compared with results from previous months and adjusted on points to improve customer satisfaction.
Improved Response Time
Response time and waiting time are essential for customer satisfaction. Large companies often outsource support to a call center to be able to handle the volume of calls and thus serve consumers better. Thanks to big data, the organization is better able to steer on operational aspects (call duration, number of requests per employee, first call resolution) of customer service, so that the response time can be improved.
In this way, the organization can deploy more effective staff and reduce hiring. Integrating the hard quality data into one real-time dashboard with the soft CX data is visible per employee and department how the score is scored.
Insight Into Sentiment And Topics
With new data techniques such as text analysis and speech technology, the view and issues in incoming responses to customer service can be recognized more and more. Incoming e-mails, chat messages, complaints and calls can automatically be translated with text analysis into the most frequently mentioned subjects and sentiment.
This makes it clear what your customers ask the most questions about and what they are cynical about and positive about the sentiment value. With this information, FAQs can be improved. Also, with text analysis e-mails can be automatically prioritized and categorized. This contributes to better response time.
Anticipating Customer Needs
Finally, it is essential to anticipate the needs of the customer. In other words, the goal is to offer the customer something that he cannot find anywhere else.
Big data makes it easier to continue to fulfill this ambition. By linking the data of continuous customer satisfaction research and text analysis and carrying out analyzes on it, the organization keeps a better view of customer needs and is, therefore, able to respond to this more quickly.
The perspective of Big Data is broader than technology alone. The availability of large amounts of data presents organizations with more challenges than ICT alone. The critical question is how organizations deal effectively with the different data sources. And cleverly combine, correlate and unlock the available data.
Organizations are therefore often convinced of the endless possibilities that Big Data can offer. At the same time, they are confronted with an explosion of available data, which is further enhanced by a substantial increase in the range of tools and methodologies used to process the data. Organizations need ‘guidance,’ a partner that helps to see the opportunities and ensures that added value is extracted from data efficiently.