Unstructured Data Analytics for Customer Service – Getting to the Why
Learn more about Unstructured Data Analytics for customer service. 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 NPS score of 73%
- The WHY: The report fails to tell you why 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 introduced innovative techniques that enable service organizations to automate the review of unstructured data. This webinar is perfect for those interested in analyzing their unstructured service data. We shared valuable insights and a fresh approach to data analytics.
Session Date: June 8, 2017
Presenter: Kelly Hoopes of Service Strategies
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