For example, Greyhound was looking for new ways to increase company revenue and customer volume in the northeast between specific cities. They started by reviewing their bus schedules, the shopping habits of their customers based on schedules, and Photo Background Removing even the operations of their competitors. Advertising Continue reading below During the review process, Greyhound uncovered key insights into its customers – primarily that they often don't book ahead. Most tickets were purchased locally, with people making the next available trip. At this point, schedules have been optimized for operations. Greyhound refined its schedules to better meet customers' needs and created more consistent schedules they could rely on. As a result of these Photo Background Removing adjustments, the company increased its revenue by 25%. 2. Support and Chat Transcripts Live chat solutions like ClickDesk are becoming the norm for online customer interactions, from first-time touchpoints to general customer service questions.
Compared to phone calls in which you may or may not have recordings, live chat chat transcripts are easily searchable, making it effortless to gain insights and interpret customer interactions. 10 unusual sources for insight into customers and Photo Background Removing competitors | SEJ For efficiency, organize your customer service transcripts by issue or question. From there, you can review recurring issues to find ways to improve or expand your offering. Arsys has decided to direct its support efforts with live chat, making it the primary method of customer engagement. By monitoring live chat and reviewing transcripts, Arsys was able to determine peak service hours, improve the performance of its service team, shorten wait times for customers, and improve ticket closing speed. 3. Ask the customer When a concern arises regarding customer engagement, delivery, product quality, operations, etc., one of the most effective ways to resolve the issue is to ask your Photo Background Removing customer. Whether it's through a phone call, online survey, social media interaction or email, there's nothing better than getting information directly from the source.
Northeast Savings wanted to better understand the needs of its customers and therefore solicited feedback and information from different Photo Background Removing customer segments. Financial well-being was often cited as a common concern. Insights from their research helped the bank develop a more conservative investment approach, which led to $180 million in new deposits within 90 days. Advertising Continue reading below 4. Talk to employees Many of your employees probably interact with customers on a regular basis, or at least observe customer behaviors and interactions in their role with the company. Engage them in a discussion to learn more about the factors driving customers to purchase and describe some common barriers, frustrations, desires, or sticking Photo Background Removing points. 5. Potential customers and fans You can also uncover great customer insights from people who aren't even your customers yet.