Businesses Use Data to Improve Online Customer Service (Report)
Customer service on social is still possible, but it needs to be faster and more effective if you want to retain customers.
Data has become a crucial factor for doing business online, and many see analytics as the path to better customer service. Personalization leads to higher conversion and engagement, but how does it impact the quality of customer service?
Forbes Insights and SAS surveyed 357 senior executives worldwide, and their responses point to how the customer-experience industry may change in the future.
Of companies already using data analytics, 29 percent have seen a significant shift in their ability to deliver superior customer service, according to the report.
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