Last week I received a surprising call from a catalog and online retailer where I have shopped before. The agent said that she noticed that I made a large purchase of supplies last December. She also noted that I had started to place items in my online cart this year, but had not completed the order. The agent asked if I needed any help completing the order, or if I had any questions about the products. Before closing, she also offered me an additional percentage discount on my next purchase to thank me for my loyalty.
Given my unique perspective as something of a contact center insider, I was fascinated by the company’s correlation of several different pieces of data to enhance my customer experience. I restrained myself from asking twenty questions of the agent who called, but I was intrigued about the exact process that was used to target my account for an outbound contact. Presumably, my large purchase from last December was flagged and matched with my current incomplete shopping transaction; then this was kicked out to an agent to make the actual contact. Perhaps there was even an additional notation that all of my purchases have been made with a discount code, and that offering a code now might lead to a completed transaction.
Experiences such as this are becoming more common for today’s consumers. The vast amount of data available to companies can be leveraged by contact center managers to better understand customers’ habits and preferences; this can then be utilized to create a customized experience that will appeal to nearly every individual. One of the key components for this to work effectively is a data management and reporting system that allows managers to efficiently and clearly understand targeted types of information. Inova Solutions’ LightLink Data Analysis can be a key component of any efforts to quantify and improve a customized experience for your audience.