Electronic knowledge management for customer service has been a hot topic for the past two and a half decades. Ideally, your customers can find the information they need to address their issue through self-service. However, companies still fall short when it comes to implementing technology that will help customers find useful information online. So what happened over two decades ago that caused a shift in how companies publish information about their products and services? The answer is
Your company works with a lot of data. Some of the data is clean and easy to leverage for reporting. Other data is messy and complicated to understand. Imagine if you could take all your company data and turn it into water. The data would become fluid. If you could then freeze this information and throw it into the ocean, you would have an iceberg. Right? If this iceberg represents all the data in your
If you are a customer service professional, you have probably heard the saying, “the BEST customer service is NO customer service.” When your product just works, there should be no need for customers to contact your customer service organization. Generally speaking, customers really don’t even want to contact you for help. But as we all know, customer service is a critical part of the customer relationship process. Customer service is also necessary to ensure
At CSLD we strive to create blog content on how to provide superior customer service. We also create blogs to provide more technical information on data analytics and unstructured text data. This week’s blog is more technical with a focus on the effective use of stop words to optimize unstructured text data analytics. Effectively Using Stop Words The effective use of stop words is an essential concept to understand before working with unstructured text data.
Most of us would agree that product usage data is a key element to better understand customer adoption, retention, upsell and churn metrics. But what if you don’t have easy access to product usage data to analyze? If all your products are cloud-based, then you may not suffer from this dilemma. But if you are working with legacy or non-cloud-based products or if you just don’t have access to in-product usage metrics, then you might