Who's Looking After Your Most Valuable Asset - Your Customers

In today's 24x7x365 highly-connected world, there are multiple communication paths between companies and their customers e.g. phone, e-mail, support forums, chat/IM, social networks (Facebook, Twitter, LinkedIn etc.). Keeping on top of it all is a challenge for even the most savvy of users. How can you quickly understand how your company and products are perceived in the market?

 

Firstly, why is it important to look after and understand your customers? Well, this may seem obvious:

  • Customers are your most credible and persuasive resource
  • Word of mouth is a powerful influencer

Thus, you need to ensure that both current customers and new prospects get the appropriate amount of attention from sales and support, and that e-mail from customers is responded to in a timely fashion.

 

This is where data mining can help. Data mining allows you to analyze the data in your company's mailboxes resulting in the following:

  • Data can reveal new patterns that you might not know existed
  • Trends can be seen more easily and quickly than before
  • Provides the ability to ask targeted questions based on data and narrow the focus to business outcomes you want to achieve (customer satisfaction, etc.)

 

MessageStats Business Insights can mine the data residing in mailboxes in on-premises Exchange and Office 365 to allow you to quickly identify trends and patterns in both internal and external e-mail threads.Example scenarios where this type of mining could be useful are:

  • A sales manager looking at his team's communications with their customers over the current quarter to ensure the queries are being followed up on and that opportunities are being nurtured
  • Comparing and trending the threads, are all customers being attended to or are some being favored at the detriment of others?
  • Are all members of the team pulling their weight?
  • Are we speaking to the correct contacts at our customers?
  • A customer services manager can identify the patterns that may arise from queries coming in to the services or support line
  • How quickly are we responding to queries? Are we getting back to the customer within 48 hours as per our SLA?
  • When are the peak days and hours for inbound queries? Are we appropriately staffed to handle them?
  • Is it time to move from a 9-5 support window to 24 hours?
  • An end-user can look for patterns in their own communications
  • Who are my top contacts and what do I talk to them most often about?
  • When do I receive and send the most e-mail? What is my average response time?
  • Am I sending a lot of mail after-hours? Is the expectation to respond to e-mail as soon as possible impinging on my personal time?
  • How can I be more efficient and productive when it comes to both internal and external communications?

 

Here at Quest, we have an on-going webcast series in some of these topics. You can find the recording of the latest one here and please join me for the remainder of the series - register here.

 

Regards,

 

Joel Blaiberg

Product Manager

joel.blaiberg@quest.com

 

 

 

 

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