Nowadays, customers are more demanding and volatile. Competition between brands is also higher than ever, as the global range of products and services on offer has never been so vast! At the same time, companies must continue to convince customers in this increasingly competitive environment.
To stay ahead of the competition, it has become almost essential for professionals to transform their data into a real strategic lever to improve customer satisfaction. From banking to retail, predictive analytics is now an essential method.
As its name suggests, predictive analytics aims to predict consumer behavior and future events, as far as possible. To do this, it relies on data analysis ( customer history, interactions, etc.) to obtain probabilities.
Big Data is essential for defining patterns and better understanding the future, as are analytics platforms. For example, with Hermes Interactions Analytics, it is possible to predict market trends and client expectations through conversational analysis (calls, social media, emails, etc.).
In the client service sector, predictive analytics can be particularly advantageous. With it, it is possible to:
Beyond all this, predictive analytics also makes it possible to better detect the risk of churn, personalize the customer experience with tailored recommendations and offers, and, more generally, make informed decisions. By monitoring and adjusting their key performance indicators (KPIs), companies can also reduce their costs related to complaints, for example.
To achieve these results, it is important to ensure that the data collected automatically by the tools is relevant. In order to obtain reliable and effective analyses, the data collected must first be accurate and well structured. This is why the Hermes Interaction Analytics solution uses AI to generate different scores based on interactions: measurement of satisfaction levels, propensity to purchase, etc.
Predictive analytics is a first step that must be followed by the development of appropriate strategies so that the company can reap all the benefits, whether internally (agent training, improvement of working conditions) or for clients (how to promote upselling or customer retention).
Integrated into your contact center solution, predictive analytics will give you a head start and improve service performance. For your company, it is therefore an exceptional growth lever.
