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The Secret Power of Data Science in Customer Support
Customer Support is a data goldmine. Here’s how to unlock its full potential with data science.
Most of the data science content online focuses on how it can be applied in Product or Marketing — the two most common fields where data scientists create great value. However, working at a startup, I’ve had to work with many more functions outside these two. Data exists across the company, and the reality is that every department can benefit from data science and Analytics to improve efficiency and drive business value. In this article, I am going to discuss one of those less-covered topics — data science for the Customer Support (CX) team.
I remember the first time I was pulled into a meeting with the CX team, I was completely clueless. I didn’t know what to expect or how data could actually help them. But now I have worked with the team for over three years as their Data Science partner, from the early days when we barely had any data reporting to now, when we are deeply embedded in the function and support data-driven decisions. In the sections below, let me go through the common data science use cases in CX.
I. Metrics Tracking
Before you can improve anything, you have to measure it — and CX is no exception. Building…
