Big data can help businesses improve customer service in several ways. By analyzing customer information from online activities, businesses can better understand customer needs and provide more personalized service. Using predictive analytics, companies can anticipate issues and be proactive. Customers will also benefit from a more tailored experience when contacting customer support. Analyzing service data gives insights into how to adjust products, inventory, and support to meet customer expectations. Overall, big data allows for more personalized customer interactions that drive satisfaction and loyalty.

1. Big Data and Marketing
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2. Big Data Improving Customer Service

3. Big Data Improving Customer Service
• Big data is poised to help marketers reach and engage
customers
• Every day consumers are voluntarily posting vital
information about their likes and dislikes across the web
on blogs, review sites and social media networks
• By capturing, organizing and analyzing data, businesses
can use the information to improve upon their ability to
provide top notch customer service
• Businesses that don't embrace ways of providing higher
levels of customer service may see customers voting with
their wallets or posting complaints that can adversely
impact a businesses reputation

4. Predictive Analytics
• Important to be proactive rather than reactive
• By anticipating customer’s needs you can
provide a higher than expected level of
customer service
• This allows your business to reduce number of
complaints

5. Customer Service Calls

6. Customer Service Calls
• Most people dread calling a company’s service hotline for
help with a problem
• Often greeted by an employee reading from a script which
many times doesn’t help with the particulars of a
customer’s situation
• Imagine instead a customer being able to call a business
and within seconds the customer service representative
can tailor the conversation specifics to the customer
through the company’s ability to leverage personal data
about their customer’s purchase/behavioral history
• Personalization from big data can help companies build
relationships with their customers which in turn can help
improve customer satisfaction and loyalty

7. Customer Service Offerings

8. Customer Service Offerings
• To be truly successful, a customer service
department should fully understand customer
service patterns for their company
• What hours are customers most likely to contact?
• What method are customers most likely to use:
call, web chat, social media or e-mail?
• Asking these questions allows your business to
re-channel its efforts to better meet the needs of
your unique customer base.

9. Product/Service Adjustments
• Customer service data can provide valuable
insight into the habits of a business’s customer
base.
• Example: A clothing company might notice
cardigan sweaters sell better in Michigan,
while pullovers sell better in Minnesota.
Noting these differences, the company can
adjust inventory levels accordingly, which will
eventually result in more sales.

10. Product/Service Adjustments
• “Using Big Data to Sell to Individuals Instead of
Stereotypes” – Source: Smart Data Collective
• Instead of relying on the traditional demographic
models, Big Data capitalizes on developing
market trends to allow businesses to become far
more specific when segmenting their customers.
• Businesses can better determine the wants and
needs of their customers true wants and then
deliver on those needs

11. Meet Customer Expectations
• Companies don’t exist in a vacuum anymore
• Customer expectations are being driven by interactive
purchasing, personalization, key performance indicators
and other factors
• Use of Big Data allows for personalization, interactive
purchasing experience and the ability for companies to
turn numbers into actionable strategies

12. Additional Resources
• Turn Numbers into Actionable Information
with These Helpful Data Analytics Strategies
• Big Data revolution sending customer retail
expectations skyrocketing
• How Big Data Can Improve Marketing and
Customer Service