How Data Science Improves Customer Communication Efficiency

Dec 22, 2021 5:33:57 PM

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Efficient customer communication is the basis for gaining the trust of a loyal customer base for any business. While data science-backed approaches in customer service and retention have massive benefits, attention must be paid to the quality of customer communication. Cloud-based solutions and AI must be leveraged for more promising customer communications.

Rude agents on call, hours spent on hold, and unanswered emails are some of the causes of lost business and bad online reviews for businesses. Bad customer service interactions have led to customers ditching business altogether and looking for similar services elsewhere where their queries would be treated more effectively.

Automation and cloud-based data science models have helped alleviate many of these problems across a multitude of sectors. Predictive AI subroutines and data analytics have transformed the way businesses gain insights into their customers to provide tailored product recommendations.

According to a report compiled by Pumble, businesses lost nearly $ 37 billion in 2021 from bad customer communication strategies. In this article, we will discuss the various facets of data science and how they help make customer communication more efficient.

Businesses Considering UCaaS Technology

If a business has not yet moved its workflow and infrastructure to the cloud by now, it stands to lose badly against the competition. Additionally, manual communication channels have the tendency to lead to disparate customer communication. This is a major waste of resources in terms of man-hours as well as investment.

Dealing with large volumes of customer interactions is nearly impossible in 2021 without cloud-based management of communication strategies. Virtual phone services, video conferencing, and contact centers that can be accessed remotely are a must-have in the current customer acquisition market. A centralized repository of information on the cloud helps view and modify customer information if and when needed by the business' ongoing marketing campaigns.

Unified Communications as a Service (UCaaS) are an emerging set of technologies that consist of a platform for centralized communication. A single platform is available for managing and maintaining multiple channels of communication. These channels may include video conferencing, live chats, voice calls, email, etc. While being advanced in terms of the technologies they employ, UCaaS systems function on the basic principles of storage and retrieval.

Say a company has thousands of customer contacts it needs to sort through on a daily basis. This could either be done through a simple bubble sort or something more complex like the application of binary trees which could then be linked up to a communication channel. The cloud storage systems used for these purposes often involve friction losses of data and the need to switch between channels. These issues are all eliminated with the use of UCaaS.

Integration Of AI Into Communication Platforms

Several emerging communication platforms come with AI-based productivity tools to make them more efficient. Your business stands to gain a lot from these integrations such as the use of Natural Language Processing (NLP) to let callers state their purpose in words instead of typing it in.

Once the data regarding their grievance is collected from the customer, it can be forwarded to the best available agent. If the task at hand is repetitive or routine in nature, the AI communication platform can take care of it directly as well. Tasks such as giving account information and scheduling meetings can be taken care of this way.

Instead of making agents take care of routine requests on your website, the same tasks can be done through chatbots linked to various media channels. The agents' efforts can be focused on handling more complex issues that require a nuanced approach. AI-based networks are trained with the vast dynamic libraries of customer data already existing with the company so that they learn how to deal with customer inquiries.

Linking Workflows Between Different Platforms

While automation takes care of one aspect of your customer retention strategy, integration of the various platforms associated is also just as essential. A cloud-based business communication network can ensure that you integrate your communication tools with your business platforms seamlessly and do so with the entire team involved.

Platforms that take care of digital marketing, customer relationship management, and productivity tools can all be integrated across a unified platform of communication. Once these platforms are integrated you can more easily push information from one to the other. For instance, you can automatically transfer the customer data collected on your UCaaS platform to the customer relationship management platform.

Workflows become faster and are far more automated such that communication with a customer is quickly followed by the creation of the transcript of said communication. Reporting and analysis of these interactions are also instantaneous processes that require little to no manual involvement. However, AI routines should not be relied upon exclusively, as customers tend to complain about these interactions being extremely cut and dry.

Virtual Machines And Platform Agnosticism

A virtual machine that is deployed in the cloud can almost use any data structure and data aggregation platform. Customer management teams can write scripts in several different languages as per the changing business requirements. This allows for maximum flexibility in data integration as the type of customer data can vary and applications in multiple sectors are possible.

There are several different customer data aggregation and management tools operating over different programming languages. The cloud allows organizations to have these different components interact with each other seamlessly. With such ease of access and retrieval of data customer management strategies and service delivery can always stay up to date with how the market changes. 

A good mix of AI and the occasional involvement of a human agent is ideal for customer communication. The initial chats can be automated while issues that require human interaction get directed automatically to a customer service agent.

ALSO READ: 5 Best Practices To Maintain Healthy Customer Data

Customer Communication Is Key For Organizational Success

When running a business, it is always essential to keep the customers in the loop and constantly get back to them for suggestions. Having a constant back-and-forth with the customer gives a business a clear idea of what their next big decision or innovation should be. With data science tools effective customer communication is possible and this ensures the best outcomes for the business.

Every organization needs to move its customer communication systems to the cloud and leverage the various data analytics tools, AI-enabled analytics, and reporting capabilities for its bottom line. To initiate the digital transformation of your business, you can book a consultation with us today.

Allen Victor

Written by Allen Victor

Writes content around viral technologies and strives to make them accessible for the layman. Follow his simplistic thought pieces that focus on software solutions for industry-specific pressure points.