Why customer service still sucks in the modern world for you, me, and everyone in between ...
There are two things certain in life: death, taxes, and ... maybe a distant 3rd is customer service. Today, the problems consumers and businesses face are still the same as they were even just 10-15 years ago - and that problem is customer service data. The reasons why chatbots fail to handle complex transactions, the reasons you wait on hold, and the reasons why you have to repeatedly contact a business to solve an issue, all revolve around poor data. Think about how many players there are for Communication Services, CRM, WFM, etc. The entire technology stack of service is riddled with thousands of companies imposing their data model with the promise of reducing customer effort, but the opportunities for analytics are still largely untapped.
How Data Ontology has given evolution to the fundamental blockchain of service
For years the industry had a simple view of service measured in operational metrics. With Customer Satisfaction (CSAT) and Net Promoter Score (NPS), businesses started to focus on "First Contact Resolution" without even understanding how to calculate this metric. This is because to understand first contact resolution, you need to understand the behaviors of the customers. Sure Abandonment Rate, Service Level (SLA), Occupancy, and Utilization are great operational metrics, but they have minimal, if any correlation to the propensity of churn, or satisfaction of the service provided...
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