Inbound marketing isn’t the only field that has been touched by big data. Big data is making waves in the customer service professional as well. Unfortunately, the hype over big data has often distracted customer service professionals from the steps that they need to take to actually use it to their advantage.
Many companies have a treasure trove of customer service data. In any given hour, Walmart collects over 2.5 petabytes of customer data, which can be invaluable for their customer service strategy. When used properly, big data can yield some fascinating insights into customer behavior. The problem is that analysts often succumb to a variety of heuristics that cause them to draw the wrong conclusions. Big data can tell multiple stories, depending on how well it is interpreted.
Author: Ryan Kh