The idea for this blog post was seeded by a recent article written by Mike Hennessy at CRM.com (customer relationship management). Entitled What We Can Learn from Customers’ Craziest Questions, the author explores how the unusual questions that an answering service provider or inbound call center service provider takes on behalf of their clients are a data goldmine.
Here are two examples given by the author.
- Why can’t I access my home’s wireless when I’m out of town? While a tech-savvy customer knows the answer, many questions like this may reveal that your customer base includes a growing number of senior citizens.
- How much luggage can I bring on the airplane? Many questions similar to this indicate that your consumer-facing website needs to be updated with frequently asked questions.
Be sure to notice trends in the questions your customers are asking your answering service provider or inbound call centre service provider. Being proactive improves the customer experience. So be sure to mine for gold.