Keep Your Big Data Clients Happy

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6 February 2017

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Happy customers are the heart of any successful business. Big data services are no exception, but customer service in this sphere is layered and nuanced. Not only must you care for your customers, but you must also provide those customers with usable, actionable information that leads to real insights about their own customer base. In order to provide exceptional service, big data providers have to strike that balance, and it all begins inside the organization.

Service Must Be Genuine

Big data providers can easily fall into a self-congratulatory trap. Potential customers want to know about your successes, your cutting-edge technology and your innovations, but at the end of the day, they only care about what you can do for them. It is essential that every employee, not just those in customer-facing departments, buys in to the idea that you are there to serve your customers by providing actionable insights.  The company mission should be about the customers, and the company culture should reflect a genuine commitment to top-notch service.

Provide Real-Time Support Across All Channels

Not every customer wants to engage in an online chat with a support professional. Some want to be able to call in and speak to a representative. Others expect face-to-face service. Offer customers a variety of options to connect with support, and set up protocols to ensure every inquiry is answered with lightning-fast speed.

Ask Customers What They Want

If you want to know what your customers expect from you, just ask them. Utilize surveys, social media, web forums and other mediums to collect information about what customers are looking for in a provider.  When you actively solicit feedback from customers, they will feel extremely valued, and when you are able to act upon a customer suggestion, it will go a long way in strengthening that relationship.

Establish Complaint Protocols From Day One

One poor interaction with the company can destroy a relationship that took years to build.  Don’t learn this the hard way. Be sure your social media team is equipped to escalate complaints, and put all complaint protocols in writing, so that there is no question about proper response.  An upset customer can be turned into a lifelong partner if your team can rise above expectations and resolve problems quickly.

Seek out Top Talent Whose Values Align With Yours

When it comes to delivering big data services, you must connect with the best of the best in analytics talent. However, you also want to make sure that those professionals have values that align with your company’s values. Cultural alignment can’t be taught, and you must have recruiting processes in place that will help you identify talented individuals who make customer satisfaction a priority.

When you deal in data, it can be easy to forget that customers are the heart of the business. Whether you serve small business or Fortune 100 Companies, your customers are individuals who have needs, expectations and feelings.  If you create a culture that puts customer service above all else, you will rise to the top of your niche.

If you are on the hunt for top big data talent, it pays to connect with a professional recruiting firm that knows the field. At OnBoard Recruitment Advisers, we are leaders in data science recruiting. We can make your big data hiring processes more efficient and effective, ensuring your ability to deliver raving-fan customer service at all times.  Contact us today to learn more about OnBoard and our network of big data talent.

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