Rely on predictive data to inform customer service needs

[shaownhasan]

Seasonality in customer service can create major staffing challenges. Do you staff up and stomach the unnecessary labor costs? Or keep a lean ship and risk falling short on customer expectations?

A statistic call out that says, “Social data indonesia mobile database informs stronger customer care practices. 88% of business leaders agree social data and insights are critical to delivering on exceptional customer care.”

Hudl—a software company offering performance analysis tools for sports teams and athletes—knows this problem well. Luckily, with help from Sprout Social, their team is able to accurately forecast customer engagements so they can staff smarter.

“One of the most helpful metrics we get from Sprout is volume—especially, our seasonal volume,” says Jessie Koenig, Revenue Systems Administrator at Hudl. “We don’t train every rep to handle social media work. And in the past, it was very difficult for us to forecast our staffing. The reports we generate from Sprout allow us to gauge when we need to ramp up social support, and when it’s best to guide customers to self-service support and tutorials.”

Thanks to social data, the Hudl team is able to provide game-changing customer care year-round. These efforts help increase customer satisfaction and loyalty, while managing costs efficiently.

Social provides a view of the culture at large, allowing brands to spot trends before they reach their peak.

A statistic call out that says, “Social data allows brands to hop on trends before they take off. 89% of business leaders agree social data and insights have a positive impact on predicting future trends.”