Customer 360 analytics

• Analyzing the past

The customer 360 view allows you to take a look at how customers have performed in the past. You can read their reviews, their issues, and complaints on calls with your customer service, social media discussions. Every customer interaction can be looked upon as a target to analyze what the customer base thinks about your brand. You can figure out things like:

• What products do the customers prefer to buy from you and what don’t?
• How many complaints were recorded since the new product was launched?
• How are customers responding to the recent marketing campaign activity?
• How many of the customers withdrew their loyalty in the past year and how many still stay?

• Analyzing the present

Omni-channel experiences are spreading worldwide and have better responses. Customers feel convenient when they are allowed to reach out to the business on the channel of their choice. What matters is the company’s response rate. You need to know which customer is contacting you, what were their previous queries if they are solving, their demographics, and so on. Customers like it when they are remembered. Customer 360 view helps you to achieve that by giving you a layout of the customer demographics with their business interaction history. You need to take care of things like:

• Who is the customer contacting?
• How has their relationship with the organization been?
• What topic do they want to discuss?
• What are the recent conversations or queries that the agents should know?