Insight to deepen the relationship interaction

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insight to deepen the relationship, interaction obviously requires customers to be involved and improving challenges the business to constantly improve with the data they are evaluating. Analytics are great, but building a relationship with the customer should always be the motivation. Real Life Relation: One example of how analytics has helped me at work is with our call center. Beginning of last year, we merged our sales representatives with our customer services agents. This was because our analytics showed customer frustration around reaching our sales staff during non-business hours. Our customer service agents work 7am to 7pm 365 days a year. By combining the teams and the tools our customer service agents were able to assist the sales customers as well. Another example within this team was the use of chat. After analyzing and comparing the data around chat versus a call, we decided to abandon chat all together. A chat took over twice as long as an actual call. We also found that our customers preferred actually talking with us rather than chatting. The analytics helped us shift the volume back to calls and drive staffing costs down.
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