White Papers
October 11, 2023

Unlocking the Data Dilemma: A Call to Redefine Service and Support

serviceMob is positioned as a solution for service leaders looking to address the challenges of managing customer service effectively, especially in the context of dark data

Unlocking the Data Dilemma: A Call to Redefine Service and Support

New mobile apps to keep an eye on

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What new social media mobile apps are available in 2022?

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Use new social media apps as marketing funnels

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Try out Twitter Spaces or Clubhouse on iPhone

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Try out Twitter Spaces or Clubhouse on iPhone

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In the ever-evolving landscape of business, service leaders bear an immense burden. The relentless pursuit of doing more with less is not just a catchphrase; it's a daily challenge. Targets are set, expectations are high, and resources are limited. But amidst these pressures, there's a fundamental truth that often escapes the limelight: customer service doesn't create contact demand; it resolves it.

Picture this: data streams from your customer service operations, a torrent of information. Yet, this valuable resource often remains fragmented, siloed, and underutilized. The result? A looming supernova of dark data—redundant, obsolete, and trivial information waiting to be explored, analyzed, and transformed into actionable intelligence.

You might believe you have all the tools and insights required to address the ever-persistent challenge of contact demand. But in reality, the needle barely budges, and the need for support continues to rise. Why? It's because the myriad systems in the convoluted Franken-stack of service rarely communicate with each other effectively.

Before you rush to the defense of data visualization tools, let's address the elephant in the room—BI tools. These tools won't guide you on how to model the intricate data of service. Furthermore, there's a scarcity of domain expertise in the market capable of untangling this intricate web. What you truly need is a data engineering approach, a strategy to engineer your data, identify what's vital, and manufacture it to be seamlessly integrated into all facets of your business.

This intelligence should be harnessed internally, not merely to manage but to prevent repeat contact demand. Consider this by the numbers: if your analytics were truly effective, your contact demand should be decreasing, not stagnant or, worse, increasing. Expanding revenue shouldn't necessitate a proportional growth in your service/support footprint.

Here's the stark reality: existing solutions and AI aren't effectively tackling complex issues. Service executives still find themselves lacking the critical data needed for actionable observability. The result? Slower decision-making, a struggle to enhance NPS/CSAT, rampant churn, diminished gross margins, and, most notably, a perpetually growing contact demand.

Enter serviceMob, Inc., on a mission to assist businesses in confronting this formidable challenge and simplifying customer interactions across all industries. We stand as the sole platform meticulously designed for service/support.

The serviceMob Solution:

Our platform is engineered specifically for Customer Service/Support, addressing the heart of the problem—dark data. It seamlessly integrates data from the intricate technology stack, including your Bots, and Ai solutions; to offer a unified view of how effectively businesses are reducing and managing customer effort.  We use generative Ai to identify all the necessary metrics, attributes, indicators, and fields needed for your specific instance/industry/business.

What we bring to the table:

· Reducing Contact Demand: We have one clear goal—to reduce contact demand, allowing your business to operate more efficiently and serve customers better.

·  Enhancing CSAT/NPS: Improved customer experiences lead to elevated CSAT/NPS scores, fostering brand loyalty.

·  Cost Savings: By optimizing operations and reducing contact demand, we effectively cut costs and boost profitability.

·  Insightful Metrics: We provide fresh industry metrics that measure issue resolution effectiveness, going beyond operational efficiency metrics that tell you nothing about your business's effectiveness.

·  Holistic Data Handling: We break down data silos and serve as a unified data source, simplifying reporting, and decision-making.

·  Fact-Driven Actions: We offer a comprehensive suite of analytics tools that not only cover traditional operational analytics but also dive deep into customer effort metrics. These metrics drive fact-based decision-making.

·  Bridging System Gaps: Our platform ensures that your entire service technology stack works seamlessly together, eliminating the inefficiencies of disjointed systems.

·  Visibility and Prioritization: We provide metrics like Contacts Per Resolution, enabling you to prioritize and address the most pressing issues faced by your customers.

In a world where dark data threatens to overwhelm service and support, serviceMob is your guiding light. We bridge the gap between data and action, providing a unique opportunity to prevent contact demand instead of merely managing it. It's time to transform your data into a powerful asset, enabling faster decisions and better outcomes.

Reach out to the Mob today, and let's turn your dark data into a beacon of actionable intelligence.

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