Example Sources of Data For CI
Speech analytics – used to monitor telephone conversations taking place between companies and customers, using phonetic analysis or speech to text to find keywords and phrases, classify call types and identify trends.
Click Tracking – used to monitor the popularity and usage of corporate web sites, this data can provide clues to product interest and buying intention. For example, a company may infer a customer is interested in purchasing a particular service if they are spending time browsing specific product pages.
Customer Relationship Management – software solutions used for Salesforce automation and to manage customer relationships which can store data on the quantity, type and category of customer and prospect contacts.
Frontline data capture which may (or may not) form part of a CRM software solution, but which is used by front line agents to record more subjective data regarding customer contacts, such as the root cause of the customer picking up the phone (e.g. they received their bill) or their emotional state.
Customer satisfaction and market research surveys, often mined via text analytics, which can additionally be applied, for customer intelligence purposes, to contact center notes, e-mail, and other textual sources.
Read more about this topic: Customer Intelligence
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