Skip to the main content.

Technology

As the preferred Microsoft Dynamics 365 and Power Platform Service provider, TrellisPoint has the expertise to help your business grow the strategic way.

 

Dynamics 365

Microsoft Dynamics 365, a comprehensive suite of intelligent business applications designed to revolutionize the way you manage and grow your business.

 

Artificial Intelligence

Radically accelerate your productivity with AI features built directly into Microsoft tools and services.

Microsoft Co-Pilot 
copilot365

 
Resources
Connect with Us

Contact Form

Phone: 888.719.0248
Social: LinkedIn Icon 100x100 Twitter Icon 100x100 Facebook Icon 100x100 YouTube Icon 100x100

 

Resources
Connect with Us

Contact Form

Phone: 888.719.0248
Social: LinkedIn Icon 100x100 Twitter Icon 100x100 Facebook Icon 100x100 YouTube Icon 100x100

 

Resources
Connect with Us

Contact Form

Phone: 888.719.0248
Social: LinkedIn Icon 100x100 Twitter Icon 100x100 Facebook Icon 100x100 YouTube Icon 100x100

 

2 min read

The Impact of Data Science on Customer Engagement

The Impact of Data Science on Customer Engagement

Regardless of the industry, today’s businesses are dealing with an increasingly digital customer base. The current global health crisis has led to the growth of e-Commerce purchases around the world, with eMarketer showing an 18.4% growth. And this is a trend that is expected to continue even after this crisis subsides.

Because of these developments, data science and customer engagement are becoming intertwined. In fact, in order to get a sense of how much data science has changed business you only need to look at the demand for specialists who have studied it at degree level. Projections by Maryville University show that the demand for data science degree graduates is very high with over 2 million job openings in 2018. This is why the university describes the field as one of the “fastest-growing employment areas in today’s tech industry”. And with top companies such as Boeing, Walmart, and Disney investing heavily in data science to drive critical business decisions, its ability to create better customer engagement cannot be underestimated.

Keep reading below for a few ways that data science can greatly improve customer engagement.

Identify trends in customer feedback

Customer feedback is a business’ secret weapon when it comes to creating innovative products. This is why Business 2 Community emphasizes that businesses need to focus their resources on pooling customer feedback, pointing out that reviews left on e-Commerce websites tend to be more genuine than answers given on a survey. Conducting customer feedback analysis on unstructured data points such as social media comments and reviews may take time to analyze, but this is where brands can generate the most insight.

Gauging customer representative performance

Your service representatives are the first in line to address any pressing customer concerns, which means their performance has a huge impact on overall consumer trust. According to CMS Wire’s 2017 article on analyzing call center data, companies can track an agent’s performance and gauge their emotion and tone of voice. Cross-analyzing this data against the post-call survey gives them a better idea of how their representatives are performing and where they need to improve. Of course, companies can also use this tactic to point out examples of great customer service.

Examining competitor strategies

While the current crisis has been difficult for companies across the board, there are some that have stepped up their game to create more inventive digital marketing campaigns. Danish brand Ganni has launched a campaign inspiring its followers to create homemade artworks surrounding a certain theme, while Lego’s new social media videos inject a bit of fun into otherwise drab homeschooling lessons. In order to stay ahead of the competition, companies need to analyze what their competitors are doing right. This can be done by using competitor analysis tools that can track metrics and compile them into useable data. E.g. you can compare their social media page to yours. Analyzing customer engagement for such campaigns can give your company ideas for utilizing social media’s interactivity to its full potential. Such analysis works particularly well for brands who want to engage with a different customer demographic.

Our previous article on Top 5 New Features in Dynamics 365 Customer Service maintains the importance of customer service tools as a way to update existing protocol. In a similar vein, a data-centric approach to improving customer engagement will help your company generate actionable insights and clear goals.

 

 

Article prepared by Rivka Jenken for trellispoint.com

Learn more about Microsoft D365

 

Book a Demo   Learn More

 

Solving Business Challenges Faster: Power Platform’s Impact

5 min read

Solving Business Challenges Faster: Power Platform’s Impact

Is your company challenged by trying to integrate multiple standalone tools successfully without making processes even more complicated and...

How TrellisPoint Solves Enterprise Complexities

4 min read

How TrellisPoint Solves Enterprise Complexities

Is your company being challenged with growing pains? One of the most frustrating problems for growing enterprise companies is the need for more...

Close More Deals with Microsoft Sales Copilot

4 min read

Close More Deals with Microsoft Sales Copilot

Is your sales organization working up to its potential? Or is their productivity constantly hampered by lagging data and low-value activities that...