With the ease of capturing data during interactions with customers, companies from start-ups to big corporations have valuable raw data to improve their products and services. Customer support data is one of the key data. Each customer support ticket has rich context. Companies that analyze the raw data to improve the customer experience make a big difference.
Here are some key questions to analyze customer support data to improve customer experience:
What is the reason for the customer call?
What is the customer’s experience?
What steps led the customer to call?
Did other customers experience the same problem? How did we solve it?
Did we receive consecutive calls from the same customers?
How could we incorporate the customer’s experience to the product or service to eliminate the problem?