Customer service analytics is the process of collecting and analyzing customer feedback to discover valuable insights. It can help organizations better understand customers’ needs and expectations, lead to improved customer experience strategies and increase customer loyalty and retention. Even the White House sees the value in using data to improve customer service. Federal News Network brought this interesting topic to our attention in their article, “How integrated data, analytics can provide the highest ROI for customer experience.”

The current administration signaled its focus on customer experience when it made the second highest priority in the President’s Management Agenda “delivering excellent, equitable and secure federal services and customer experiences.”

Building a solid strategy, supported by data and analytics, is essential to understanding clients, identifying recurring issues and achieving actionable insights to improve customer retention.

At the end of the day, that data needs to be accessible and findable. That happens with a strong, standards-based taxonomy. Access Innovations is one of a very small number of companies able to help its clients generate ANSI/ISO/W3C-compliant taxonomies and associated rule bases for machine-assisted indexing.

Melody K. Smith

Sponsored by Access Innovations, changing search to found.