Customer experience (CX) is described as the customers’ overall impression of a business from their initial interaction with the business to the very end. Customer experience has become an important factor for businesses to focus on. The reason is that customer experience directly affects business success in general. By focusing on customer experience, a business is able to increase customer loyalty and retention, as well as improve brand reputation. In order to provide a great customer experience, it is necessary to have accurate and up-to-date information and data. This can be achieved by utilising business intelligence (BI).
What You Need to Know about Business Intelligence (BI)
BI refers to a technology-driven process to make data available for analysis and decision-making. BI is not only a growing trend in today’s world, but it has also become essential for businesses of all sizes to deploy.
BI offers a powerful way to not only gain insights into the operational processes but also track performance and identify opportunities for growth. By enabling a business to better understand those aspects, BI can help businesses make better strategic decisions about their operations, marketing initiatives, and product developments.
BI can also help a business understand customer behaviors and needs. By gaining insights into it, a business can provide their customers with more tailored and effective services, which will improve the overall customer experience. Businesses can also use BI to not only react but also proactively anticipate problems with their customers so that they can address them as soon as possible.
Seeing how rewarding BI can be, it is time for your business to give it a try and implement it. There are many different BI platforms available on the market, and it is important to choose the one that will best suit your company’s needs. This includes selecting the right BI tool for reporting, data discovery, and analysis.
If you are looking for a BI platform to help improve your business’s customer experience, take a look at what SMARTQUEUE® from Business Smart Solutions (BSS) has to offer.
Business Intelligence Tool in SMARTQUEUE®
SMARTQUEUE® is a queue management system that supports continuous business growth and improvement through insights on customer experience and service performance. This queue management system is equipped with a reporting module that provides comprehensive statistics and Key-Performance-Indicator (KPI) reports.
With this reporting module from SMARTQUEUE®, data collecting will not be something to worry about anymore. Designed with cutting-edge technology, SMARTQUEUE® can assist your company to come up with a more targeted and effective corporate planning by enabling business leaders to:
– Monitor waiting and serving time.
– Evaluate service and staff performance.
– Compare staff and service performance against KPIs and SLAs.
– Identify the most popular service, location, and time.
– Identify and pinpoint areas of improvement.
We understand not every business requires detailed data all the time. That is exactly why SMARTQUEUE®’s reporting module can generate both summarised and detailed data, depending on your business’s current needs. The detailed data include each counter’s serving time, the number of customers for each service, the number of customers served by each staff, the performance of each staff, etc. In the meantime, the summarised data include the summary of how many customers visit your business each week, the summary of waiting and serving time for each month, the busiest day in a week, etc. Depending on your business needs, reports can be generated periodically (daily, weekly, fortnightly, monthly, and annually).
All in all, SMARTQUEUE®’s BI properties can significantly help boost your business’s customer experience in no time. To assist your business to be the best it can be, SMARTQUEUE® also comes with many other beneficial features, such as Omni-Channel Service Delivery, SMS Notifications, Real-Time Dashboard Monitoring, and Customer Feedback Solution, and many more.
Find out all about SMARTQUEUE® here or reach us at info@bss.com.au.
