Smart use of data is key to success in the future
Today, customers expect personal service across all channels. One customer prefers phone service during the day; another is comfortable handling things with a chatbot late in the evening. All businesses need to make different service channels available to their customers and ensure that the service is fast and smooth.
Excelling in customer service strengthens customer relationships and creates business growth. But if the customer service and sales data is not in order – that is, if it’s incomplete or scattered around the organisation – it’s not going to be helpful.
Personal, high-quality customer service and effective sales are possible only if you have a comprehensive picture of your customers, backed up by relevant data. This requires all customer-related information to be collected in one place and open for everyone to utilise.