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Customer Calls Offer Marketers Trove Of Data, Tips On How To Fine-Tune Targeting Campaigns

July 2, 2018: 12:00 AM EST
Digital marketers, by analyzing the voice of their customers, can gain information about their behaviors, preferences, purchasing, and intent. These data can be used to develop a “seamless omni-channel customer experience.” The author presents four tips on how to manage this process. First, the process should route or send callers to the best destination based on consumer data and the reason for calling. Also, customer service agents should be equipped with insights on callers, by providing them with call analytics solutions through the PC or an audible voice message. Third, the system should deploy voice analytics to gather frequently asked questions from calls received. Finally, the process should use the results of every call received to retarget or exclude callers from the targeting campaign.[Image Credit: © Gerd Altmann]
Derek Andersen, "4 Ways Marketers Use Voice Analytics to Create Frictionless Customer Experiences", Business 2 Community, July 02, 2018, © Business 2 Community
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