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Make Big Data actionable for better customer support

Some facts every company should know:

  • Twitter handles more than 400 million tweets per day
  • Facebook has 1.06 billion monthly active users
  • LinkedIn has 200 million users

big data.jpg

These are big numbers – and many of your customers are among them.  What are all these people (your customers) saying about your brand, your products, and your services? How can you leverage this information to better understand your customers and create a better experience for them?

 

To do so, you need to need to access all these forms of social media data, aggregate them, analyze them, and rapidly share relevant, actionable information with key stakeholders to support all customer-facing activities, especially in your contact center.

 

The challenge is that all this social media information is human generated—created by people texting, tweeting, or generating audio and video. It's unstructured, which means it can’t be placed into character-string matching databases or spreadsheets the way traditional customer data can.

 

But the right analytics tools can help you leverage both structured and unstructured data and quickly convert Big Data to useful information that supports real-time activities. This enables you to solidify your relationship with customers through post sales and support services with better communications about the brand, rewards programs and more.

 

HP’s latest Social CRM offering with advanced analytics capabilities can help you make sense of the information universe out there. Visit our website to learn more:  HP Customer Engagement Management-Social.

 

By:  Kavitha Thankaswamy, Marketing Manager, Hewlett Packard Company

Comments
Michael Bian(anon) | ‎12-18-2013 11:07 AM

i enjoyed reading this. its very interesting. thank you.

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About the Author
About the Author(s)
  • A well known member of the BPO industry in Europe. With HP since 2007, responsible for marketing our BPO strength, leadership and services in EMEA.


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