How Attivio Uses Customer Support Data to Make Customers Happy

In an omni-channel, fully digitized world, customers have no shortage of options when it comes to choosing goods and services. For businesses, that presents the obvious challenge of determining how to stand out to potential customers. It’s far easier and more cost-effective to retain a customer than it is to obtain a new one, however, what new and recurring customers have in common is their desire for a simple and seamless customer support expereince.

According to a recent Walker study, 86% of customers are willing to pay for a better customer support, bucking the notion that customer loyalty depends solely on product quality or price. As a business, it pays to cater to both  new and returning customers and enhancing your customer support and  experience with intelligent solutions, which allows you to walk that line.

This experience can take a variety of different forms. Whether that means:

• Providing a 360º arbiter over your site or system to perform preventative maintenance
• Arming customer-facing teams with the tools to immediately identify all information relevant to a customer and situation
• Empowering customers to solve their own support questions
• Spotting gaps in existing knowledge bases

What this looks like in the real world

A leading aerospace company uses Attivio to aggregate and correlate structured and unstructured data from sensors and text-based maintenance notes so they can more efficiently manage maintenance and safety. If it can do that, imagine what it could do for your customers.

Attivio uses cognitive capabilities like text analytics, machine learning, and knowledge graphing to map out and analyze unstructured data in order to then infer actions. By learning to detect trends and patterns, site failures can be prevented; by consolidating disparate data streams, you can get ahead of an engineering error that may affect a customer’s checkout and anticipate the issue. The best way to keep a customer happy is to ensure they never have a problem using your system in the first place, which is precisely what Attivio can help you achieve.

Likewise, Attivio empowers customer-facing teams with immediate access to customer support or situation information, so if a problem does arise, your organization is instantly able to respond.

The Attivio Platform combines self-learning technologies to create an automated information delivery system that harnesses context and user behavior to proactively deliver recommendations and solutions to your agents. This allows customer support teams to anticipate a customer’s needs, thereby accelerating resolution time and increasing CSAT ratings.

Best of all, Attivio helps customers solve problems themselves. The majority of consumers would prefer not to have to speak to a customer service agent at all.

Attivio’s easy, intuitive self-service search is a foundational tool to positive customer relationships. Using those same text analytics, natural language processing, and machine learning tools, Attivio recognizes what your customer will need based on the products and services they’ve purchased and their interaction history with the customer. The Platform then delivers accurate, relevant answers and offers recommendations to help customers answer their questions on their own, preventing the need to take up a service agent’s time.

The key to happy customers is an agile, proactive system of customer support solutions.