Performing Customer Service Analytics with KNIME

32% of all customers would stop doing business with a brand they loved after one bad experience”?says a?PWC Report . Whether that was an issue caused by poor service, suboptimal product quality, or delays in delivery, gaining insight from customer service analytics can be a key driver for business growth.?

Customer service analytics is the process of collecting, processing and analyzing clients’ feedback. The aim is usually to understand the data and create a plan for improving the customer experience.

In this article, we are going to use AI to improve a bank’s complaints management system. The aim is to improve the customers’ experience of how their complaint is managed by significantly reducing the time it takes to get each issue solved. Our ML model will be trained to analyze different types of bank customer feedback, sort the feedback into different categories and assign support tickets automatically.?

So let’s dive in with an overview of typical customer service KPIs and the types of data we can analyze. Then we’ll show how multi-label classification and NLP can be used to improve customer experience.??

Collecting customer feedback to perform your customer service analytics could happen on multiple touchpoints with clients: from customer support tickets and chats, through to email support, social media for reviews, comments, and chats. Gathering data from multiple channels and datasets is ideal. The more data for your analysis, the better the overview of your customers’ experiences, their opinions, struggles, and expectations.?

But: The growing amount of data nowadays can be both inspiring and overwhelming. As data grows the opportunities and challenges for companies grow exponentially.?

Customer Service KPIs

In order to track customer service and satisfaction, successful companies are setting KPIs. The KPIs usually go around the company-specific goals evaluating efficiency and success scores. Shortly, Customer Service KPIs determine how well Customer Service Teams are performing. We are not aiming to have an exclusive list on all the possible KPIs you can set for your customer service team but most companies are tracking some of most of the following >>> [Follow the link to learn more ]