Customer Intelligence Platform
For all businesses, and especially in healthcare, the right customer experience is vital. Organizations do not want unhappy customers and negative feedback or reviews.
One aspect of the customer experience that can greatly impact the customer’s level of satisfaction is when the customer feels that their questions are answered and they are being listened to. When a customer calls an organization, they will often leave unsolicited feedback that can aid the organization in understanding what they are doing well and what they need to improve in the field of customer experience. Utilizing this feedback for improvement requires a customer intelligence platform.
A customer intelligence platform is a software that gathers and organizes data about the customer experience at an organization. This data, or customer intelligence insights, often include recordings from call center interactions, email exchanges, and live chats that the customer or patient had with the organization.
The benefits of customer intelligence platforms are numerous. By combining these disparate exchanges into one organized location, organizations can get a full picture of the customer experience at their company. A customer intelligence platform can also sort data by subject so that organizations can easily see if any specific areas repeatedly come up and require improvement.
Among the customer intelligence examples that are available is a platform called Authenticx. As a software, Authenticx was designed for healthcare organizations, including for the fields of pharma, healthcare providers, and health insurance.
The Authenticx platform collects customer experience data and, using Artificial Intelligence (AI), organizes that data according to several different indicators such as needs, interests, and drivers. Instead of an employee having to listen to call recordings and take notes, the Authenticx platform uses AI to analyze phone interactions and classify them automatically. This classification makes it easy to organize customer feedback and improve the entire customer experience.
Customer Intelligence and Analytics
The field of customer intelligence and analytics contains several kinds of data that pertain to the customer experience. Data intelligence platforms exist to make it easy for this data to be collected, organized, and analyzed so that organizations can focus on improving the organization-to-customer relationship.
While many organizations rely on voluntary customer feedback surveys to gauge customer satisfaction, these surveys may not be accurate. Because the surveys are voluntary, only certain customers will give feedback, and it can be difficult to identify the problems customers have because there is no context for the feedback.
Customer intelligence analytics is about analyzing the data surrounding customer interactions. For instance, if a customer calls the organization and complains about getting directed through an endless cycle of departments, an organization that uses a customer intelligence platform can analyze the recording of this conversation and become aware of the issue so that they can fix it. Unlike a customer survey, this example shows the context of the situation so that the organization can fully understand what happened.
Customer intelligence and analytics is not just for the customer service department. This field is an effective part of marketing analytics. With unsolicited feedback and other data from the customer experience, an organization’s marketing team can better understand what customers are looking for.
With a customer intelligence platform like Authenticx, healthcare-focused organizations can get access to customer feedback so that their marketing teams can target the problems customers are facing and give them an answer.
Customer Data Platform
In order to successfully engage in the customer intelligence and analytics field, organizations should consider searching for a customer data platform.
Customer data platform architecture tends to follow a similar pattern. First, the customer data is collected by the platform from several sources. These sources can be email exchanges, phone calls, live chats, and more. Then the platform or software can organize the data by type, such as phone calls, or by customer.
Customer intelligence data platforms will be able to collect all of the data for a single customer so that the organization can get a full picture of the customer’s experience. Intelligent platforms can also analyze the content of the data and organize exchanges by subject, such as collecting all of the exchanges when customers use the phrase “long wait times.”
Customer data platform examples include both basic data-collecting platforms and AI-powered intelligent platforms. A simple customer data platform can make it easy for organizations to collect data and organize it, but analysis will still have to be done manually.
For platforms with machine learning capabilities, this analysis process is performed automatically so that all the employees have to do is decide what to do with the information. Both platforms are useful for collecting customer data across different channels. Without these platforms, organizations would have a list of customer phone call recordings, another list of live chat discussions, and another list for email exchanges. Sorting through these exchanges is made simpler with an intelligent customer data platform like Authenticx.
Top Customer Data Platforms
The top customer data platforms that exist for organizations have several different capabilities. Some are designed so that the organization can get a complete picture of each individual customer’s experience. This type of platform makes it possible for the organization to communicate reliably and consistently with each customer.
On the other hand, some customer data platform vendors have chosen to apply machine learning to their platforms so that fewer manual tasks are required. These platforms do not just collect data, they can analyze it and collect insights. This kind of automatic analysis means that important insights can be sorted by date and subject so that recognizing patterns or real-time organization-wide problems is simple.
The best customer data platform is one that uses Artificial Intelligence to collect and analyze real-time communications from customers in a centralized platform. This platform should be easy to use and implement so that the organization does not have to spend an inordinate amount of time setting it up when they could be focusing on serving their customers.
One example of this kind of platform is Authenticx. The Authenticx platform uses AI technology to listen to phone call recordings and pinpoint any unsolicited feedback or consistent problems so that the organization can know what they need to work on. Additionally, since this kind of platform analyzes every customer interaction, these can become samples that organization leaders can use to understand their customers.
While some customers may have individual issues they need to have solved, there may also be consistent problems that several customers are facing, and an intelligent customer data platform like Authenticx can make it easy to find and fix those problems.