Customer service is always of immediate interest, and it has a significant influence on business activity generally. With the advent of COVID-19 the whole world was convinced how important customer service is. Almost all offline business had to move activity into online and organize here an effective customer service process. Besides the enhanced online functionality, it required communication clarity and simplicity.

Many companies initially understood that the customer support in «such difficult time» would provide them with increased loyalty in the longer term. Now «pandemic disruption» continues, and business success directly depends on its client-focusedness, customer needs and interest knowledge. It is possible to meet these challenges with the help of BI.

The role of BI in business is invaluable. With the help of BI tools, it is possible to understand deeper: business, customers both their behavior and needs, to make reasoned decisions. By combining several information sources Business Intelligence allows to evaluate the current performance efficiency, identify patterns, define possible future problems and prevent them. According to the Gartner’s forecast BI will grow to $29,48 billion by 2022 and it proves again its value.

5 tasks that can be solved by Business Intelligence:

1. The single source of truth creating

The modern business has many different information sources including ERP, CRM, website, social media etc. Business Intelligence collects data from all sources and visualizes it. In this case data consumer can easily see and analyze the full picture of customer interaction without manual data checking and collection.

2. Real-time information receiving

To analyze and make decisions in hindsight is ineffectively. It has an impact on customer relationship, competitiveness and relevance. BI tools provide real-time analytics. With the help of advanced technologies data is transferred from different channels and platforms directly on dashboard. It allows to make rapidly well-founded conclusions and respond to customer behavior changes.

3. Reasoned decisions making

The main BI task is to eliminate guesswork and enable data-driven decision making. Dashboard data allows to analyze and identify ineffective channels, for example by customer conversions. It allows to perform a change to the strategy, forward the budget and get the best result.

4. Omnichannel

Customers expect their interactions with a particular company to be known to all employees. Addressing to support team client would like to explain his problem once. Aspect defined that 89% of customers are dissatisfied if they need to repeat information again and again. In this scenario Business Intelligence provides all channels view that allows to monitor the full history of the customer.

5. Churn reducing

Churn rate is one of the main customer service and business effectiveness indicators. Customer retention is always cheaper than new customers searching and attraction. BI dashboards help define in time problem parts that allows to make changes rapidly for customer retention. For example, increasing the time to solve problems, customer support team restricting or training etc.

These are just a few examples of how BI can improve customer service. Depending on business specification and individual needs BI abilities are unlimited. For more information about Business Intelligence possibilities and benefits please contact DataLabs.