Improve customer service with big data! learn how

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Improve Customer Service with Big Data !
Learn How

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At the end of the session, you will be able to know :
 Rise of Big Data
 Big Data and hadoop
 Major companies using Hadoop
 Scenarios in customer service where Big Data can help
Agenda

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Rise of Big Data
 By 2020, IDC (International Data Corporation) predicts the number will have reached 40,000 EB, or 40 Zettabytes
(ZB)
The world’s information is doubling every two years. By 2020, there will be 5,200 GB of data for every person on
Earth.
0
1000
2000
3000
4000
5000
6000
7000
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Unstructured Data
Structured Data Un-structured Data

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"Data are becoming the new raw material of business"
Chris Lynch
former President and CEO Vertica Systems
"The world is one big data problem"
-Andrew McAfee
Associate director of the Center for Digital Business
MIT Sloan School of Management
“In God we trust. All others must bring data.”
-W. Edwards Deming
statistician, professor, author, lecturer, and consultant
“Torture the data, and it will confess to anything”
- Ronald Coase
Economics, Nobel Prize Laureate
Opinions about Big Data
"Information is the oil of the 21st century, and analytics is the combustion engine"
- Peter Sondergaard,
Senior Vice President,
Gartner Research.

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Big Data with Hadoop
Current Scenario:
 Unstructured Data is Exploding
 Organizations take fact based decisions
 The Bigger the data, accurate is the decision!
Hadoop can digest all kinds of data and you can torture it to
help you make your data driven decisions

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Major Companies Using Hadoop

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How Big Data Can Improve Customer Experience?

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Serve Before They Ask
Remember when that shopkeeper had your pack of bread and egg all wrapped up and ready to go before you even
told her that’s what you wanted?
Providing that same service for every online shopper based on their past purchasing pattern to increase customer
satisfaction — and increase purchases.

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Amazon long ago mastered the recommendation of books, toys, or kitchen utensils that their customers might be interested in
Companies using Big Data for Prediction

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Give The Customer Right View Of Their Data
By providing
customers data that’s
meaningful to them,
companies can
develop superfans.
Once customers get
hooked on their own
personal data, they’re
more likely to
continue logging in or
using the product.
Customers will have
become brand
loyalists along the
way.
E.g. The man who
loves his Fuel band
will perhaps buy
more Nike athletic
gear.

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Sites like Mint.com and LearnVest allow consumers to review their spending by category and see where their money went in
a given week, month or year.
Case Study
User’s spending data is continuously monitored and analyzed to find a pattern which may help user in saving money and spending smartly

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The food diary platform MyFitnessPal gives people not only detail of how many calories they’ve consumed each day but also
breaks down protein, fat, and carbs.
Case Study
These companies perform analytics on the huge data generated by the user’s mobile and they show the information extracted from customer’s raw data

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Improve The Interactions
When a customer reaches out, the representative can more quickly and efficiently solve the problem if they have the right
data in front of them
They won’t need to ask as many questions of the customer because they already know the answers
Companies who equip their employees with tools that provide in-depth customer data stand apart
This helps customer service executive provide great service, which only improves with each interaction

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Southwest Airlines, is using speech analytics to extract data-rich info from live-recorded interactions between customers
and personnel to get a better understanding of their customers.
Case Study
Speech analytics help the airline to have maximum information about the customer beforehand
Whenever the customer calls his voice is organized by speech engine and his recent queries and important data displays which helps in improving the
interaction

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Most companies know what some of their customers’ pain points are (if they don’t, they aren’t paying attention to their
customers.)
Those who are digging deep into the data to solve those difficulties are improving their customers’ experience.
Know Customer Pain Points And Solve Them

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Passenger’s lost baggage is top concern for airlines
Delta looked further into their data and created a solution that would remove the uncertainty of where a passenger’s bag
might be.
Customers can now snap a photo of their baggage tag using the “Track My Bag” feature on the Delta app and then keep tags on their luggage as it makes its
way to the final destination.
Case Study

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Customer Churn Prevention
Closing a sale and landing a new customer is great, but it shouldn’t be the end goal for businesses looking to foster long-
term growth.
Representatives can use response times, channel analysis and categorized tags to see exactly how to help customers as
quickly and efficiently as possible.

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Customer service and sales teams can combine their data to see how customer-support responses contribute directly to
sales efforts.
Customer Churn Prevention

19. Questions
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