Unstructured Data Analytics for Customer Service (Webinar)

Join us on Thursday, June 8th at 9:00 AM Pacific for this complimentary, 45 minute Webinar hosted by Service Strategies.

Unstructured Data Analytics for Customer Service – Getting beyond the “WHAT” to understand the “WHY”

Unstructured data can account for roughly 80-90% of the data in a service organization. This unstructured data includes customer feedback, knowledge base search strings, case notes, and service resolution details. The other 10-20% of the data in a service organization is structured data. Companies use structured data for the majority management reporting.

Structured data can help you quickly determine critical business measurements to understand WHAT is going on in your business. However, structured data rarely contributes to explain WHY you are experiencing the results. For example:

• The WHAT: Your customer satisfaction report uses structured data to indicate a Net Promoter Score (NPS) this month of 73%
• The WHY: The report fails to tell you why you have an NPS score of 73% and why the score dropped from the previous month

Historically, the only way to discover the WHY in both these scenarios was through a manual process of reading survey comments and case notes, which takes a significant amount of time and often produces inaccurate results.

Unstructured data analytics provides a solution that can help you more quickly get to the “WHY.” Companies adopting unstructured data analytics can gain a competitive advantage by understanding why their organization’s performance is changing and more quickly adjust to address the issues.

In this 45-minute webinar, we will introduce innovative techniques that enable service organizations to automate the review of unstructured data. This webinar is a must-attend for those interested in analyzing their unstructured service data. We’ll share valuable insights and a fresh approach to data analytics.