Imagine if a company had separate data collection tools for online chat logs, emails, complaints, social media updates and post-delivery survey reviews. How effectively can it form a holistic vision of capturing what customers want?
Creating a multifaceted view of the customer experience depends on a powerful solution that integrates data from different sources and channels. And it all starts with natural language processing. It’s time to overcome customer data silos, uncover new knowledge and turn KPIs into action plans.
Companies have increased their net
promoter score by up to 15 points
with natural language processing.
Now it’s your turn.
Customer data insights refer to valuable trends and patterns derived from customer behavior, data and feedback. These insights are crucial for both logistics and postal and express companies to stay competitive and customer-focused. For example, customer data insights can reveal opportunities for cross-selling or upselling additional products or services based on a customer's past purchases and preferences.
By leveraging these insights, the above-mentioned companies can make data-driven decisions, enhance customer experiences and drive business growth.
Measuring customer insights involves assessing various metrics and key performance indicators (KPIs) to gauge the effectiveness of logistics strategies and initiatives aimed at understanding customer behavior and experiences. The net promoter score is one example of a widely used metric that measures the likelihood of customers recommending a company's product or service to others.
Analyzing customer insights involves aggregating structured and unstructured customer data and information collected on various topics across multiple languages from several sources. These sources can include online chat logs, emails, complaints, social media updates and post-delivery survey reviews. Customer data can reveal patterns in their behavior, such as buying habits, product preferences and interaction history. Understanding these patterns helps logistics companies tailor their products, services and marketing strategies to meet customer expectations.
Leverage natural language processing on the 3DEXPERIENCE® platform to uncover value from customer data and drive customer loyalty.