Client engagement gets elevated with Big Data and VR
Certain things are easier said than done. Client engagement is one of them, even if it is a key force driving your business to success.
To enhance your client engagement, you have to think beyond traditional CRM, and embrace cutting-edge technology.
Thanks to the revolutionary advancements paved by Smartphones, the Internet, and of course, all kinds of disruptive devices like Virtual Reality headsets and SmartWatch, modern businesses are rapidly switching from brand-centric marketing to customer-oriented inbound marketing.
Why this paradigm shift?
Today, consumers are technology-driven and well-informed. Therefore, when businesses embrace technologies like Big Data and Virtual Reality, it supports the effort to understand their consumers and connect with them across all touch points to render an elated customer experience.
However, for that, organizations have to account to their consumers as the primary reason they do business.
So, a vital question arises here – how to improve customer experience?
But before we delve into that, it is vital to understand how customer information can be most valuable for your business.
This is where Big Data analytics comes in. It is the process of analyzing vast amounts of data, and comparing the results in real-time to customers’ decision-making process. When a business is capable of understanding consumer behavior and buying patterns, it improves the ability to be nimble, agile, and profitable, delivering superior customized experience.
One of the biggest challenges here is analyzing large volumes of unstructured data and harnessing the interpretation to improve customer service. Many organizations have adopted the approach of Big Data, but their response to such data is slow or the analysis is inconsistent. Therefore, they are unable to leverage the potential of Big Data in a fruitful manner.
Today, the Internet of Things is radically populated with real-time data. Approximately, 294 billion emails are sent every day. The search engine giant Google witnesses over 1 billion searches every day. There are literally trillions of sensors monitoring, tracking and communicating with each other. Over 30 petabytes of user data generated on Facebook is stored, accessed and analyzed every day. Twitter is flooded with 230+ million tweets each day.
On the contrary, only 23% of organizations assessed in a study have an enterprise-wide big data strategy. Isn’t that staggering?
Big data analytics tools like text analytics, sentiment analysis, etc. are ideal solutions to capture bulk amounts of data about customer experience in real-time, and quickly analyze them to take action that would help organizations improve their products or services for better customer service. By utilizing Big Data analytics, businesses are able to make radical improvements in customer satisfaction.
How are Companies Using Big Data to Improve Customer Satisfaction and Build Long Term Relationships?
Do you remember when that shopkeeper had your favorite loaf of bread wrapped up and ready for you even before you asked for it? How does he know about it? Perhaps, by noticing what you buy every time when you visit his shop. Modern businesses are using big data the same way to offer customized solutions and improve satisfaction. They gather large volumes of data on consumers, which includes what they have purchased, which websites they visit or competitor brands they purchase, whether they interact with their brand on social media, when have they contacted customer service, etc. When this data is mined properly, it can help companies to predict consumer behavior and offer more personalized services. Moreover, it also helps to sell the right products to the right customers and via the right channel.
Most businesses know some of their customer’s pain points; however, only those who dig deep into this data to solve the issues are able to improve their customer experience. Big Data plays a major role here, helping companies not only gather this data, but also interpret it to solve the pain points and render an elated experience with their brands. Organizations are also using big data to empower their customer support representatives, and help them solve problems with much efficiency and spontaneity. When a customer reaches out with a problem, representatives can more efficiently and quickly fix the issues if they have instant access to the right data. They do not need to ask numerous questions to the customer as they already know the answers. Thus, it helps in improving customer service interactions.
Big Data and Virtual Reality – An Innovative Solution to Improve Customer Service
360 videos and virtual reality continue to gain momentum. However, the biggest challenge that could hinder them in their popularity is the lack of big data analytics. And together, they can create wonders.
VR is a productive enhancement to human interaction, bringing together people from around the world to engage and interact — regardless of social, economic or geographic disparities. Modern education is poised to take advantage of this latest tech innovation. VR based learning has started to centre around the sciences – biology, anatomy, geology and so on – thereby bringing focus and opportunities enhancing human interaction with dimensional objects, animals and the surrounding.
Virtual Reality has redefined how organizations augment customer experience, delivering immersive product or service experiences. So, you have two powerful tools in hand now – Big Data and Virtual Reality. Both, when leveraged intelligently, can pave the path for improved customer experience. In fact, the success of virtual reality or augmented reality lies in the efficiency with which organizations can analyze big data. When you have valuable information about customer interest and preferences, buying behavior, usage pattern, competitors and more, you can weave the critical data together to deliver immersive customer experiences via virtual reality or 360 videos.
Some fantastic ways you can use Big Data and Virtual Reality together are Virtual Product Design, Remote Controlled Instructions, Virtual Reality Show, Gamification, etc. Be it virtual products or digital, virtual reality and big data together can enhance client engagement and also the experience with the brand. This would eventually shape significant revolutions in purchase. Thus, on one hand, you use Big Data to analyze and interpret customer behavior and purchase decisions; on the other hand, you can leverage the mined data to build immersive products or service experiences virtually, and provide enhanced customized experiences.
Author Bio: Ashish Parmar is the CEO of Prismetric Technologies, a premier mobile app development company and a web solutions provider embedding the latest trends and technology. Ensuring that every requirement from the client’s end is handled to utmost precision and managing successful campaigns with a unique strategy based on the needs, Prismetric has risen to be one of the leaders in app development and marketing.