Trying to operate in today’s world without utilizing optimization tools such as Big Data is like trying to drive a car with a flat tire. Although Big Data is not the answer to all of life’s problems, it is an incredible resource used to enable companies to perform with the utmost efficiency.
Zendesk, a software company that controls customer service calls and websites has learned how to utilize big data to perform where human intuition lacks. Customer service calls are usually unpleasant, for both the customer and the service specialist. Often times customers become very upset with the service specialist ( even though the service specialist usually has no control over the issue) leading the service specialist to drown out the yelling. The other issue is that not all angry customers yell, some can be very call and then turn around and write a horrible review about the company’s service.
With Social Media’s strong influence, a few negative tweets or posts can be devastating to a company’s reputation.
Zendesk’s hope is that their Big Data software will be able to pick out trigger words that have often been correlated with “dangerous” customers. If service specialists are given this information about unusually angry customer, they can make that customer a priority and hopefully solve any issues.
Some may think that it is a bit excessive to use a computer to determine if someone is upset, but sometimes emotions can be lost in translation. Customer service is not something that a machine can do , but when a customer service specialists uses Big Data as a tool for catching an emotions they may have missed, there is a good chance we can make the customer service experience much more enjoyable.
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