Four things digital customer data can tell businesses about their customer service
The proliferation of digital activity has created a substantial increase in the creation and collection of digital customer data. By one estimate, 90% of all data was created in the last two years, and much of it is about people - what sites they visit, what they search for, which emails they open, and so much more.
For many companies, it's just too much data to process into usable information. But sophisticated analytics tools are changing that and helping organizations use digital customer data for various types of initiatives, such as client segmentation and targeted marketing efforts. Digital customer data can help organizations more completely understand their customers because it provides information about characteristics like online behavior and purchase preferences.
Digital customer data is often considered to be the "property" of marketing teams because it can inform so many marketing decisions. But digital customer data can also enlighten organizations about their customer service, especially when combined with contact center data. Here are a few examples: