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Customer Data
July 14, 2022

Why you should collect customer support data

If you have up-to-date information about your customers, you have a major advantage and attractive opportunities. Having accurate data allows you to significantly improve interaction with your audience, anticipate their desires and needs, and increase profits. In addition, you can automate part of your work processes in this way.

Why is it necessary to do this?

The formation of a unified customer base is exactly the task achieved in the case of having complete information about customers. Such base is necessary for improving the user experience and sales management process. This information is used in marketing campaigns, which significantly increases their effectiveness. Targeted advertising reaches the right points and retains customers, having a positive impact on sales.

The information about the company’s consumers provides the following opportunities:

  • Setting up omni-channel marketing and supporting communication with customers in different channels: social networks, chatbots, email, web-push, sms-mailing and so on;
  • Segmentation of the target audience, making detailed portraits of customers, which helps to identify the real problems, preferences, interests, behavioral factors of consumers, so as to create relevant offers for different segments, to work out the objections and prevent risks on the basis of this information;
  • Personalization of marketing communications to address customers by name, congratulations on personal holidays, because personalized messages help to increase audience loyalty and number of repeat orders, stimulate feedback and trigger the word-of-mouth;
  • increasing Lifetime Value (LTV) when a company sends personalized product picks, novelty announcements based on purchase history; as a result, one customer generates more revenue through interactions with the store;
  • configuring precise targeting where advertising is seen by potential customers who have shown interest in the product and are ready to buy.

Customer care outsourcing is the collection, storage and use of consumer information in marketing campaigns. It helps to retain customers, improve service quality and, accordingly, increase sales.

How to collect information?

Customer information can be collected through a variety of methods and tools. Among the main options it is worth highlighting forms for subscribing to the mailing list. The form usually asks for name, phone number, email. Surveys in chat-bots allow you to collect not only the base, but a variety of qualitative indicators. This includes opinions, ratings, preferences, and desires of the audience. The chances of getting an answer this way are quite high. The survey is carried out gradually, usually in game form.

CRM is an automated customer data management platform. The sooner it is introduced, the faster will be the conversion into real purchases, and you will be able to retain more new customers. And as a business grows, the amount of data that needs to be stored, processed, and analyzed does not stand still.

Any type of data can also be collected through email. You can develop questionnaires with surveys and send them to customers who are already well acquainted with the online store. Using the order form, it is possible to find out basic information and quantitative indicators. This includes full name, email address, phone number, location.

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July 14, 2022

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