As a customer service function or a call center, you will have to deal with different data sources.
You will have to deal with prospective customer lists – lists of your target segments, like-audience lists that are similar to your existing customers, lists generated from your websites and social ads, and prospects at different stages of your sales cycle.
Besides this, the most critical data points would be about your customers from multiple data sources.
It would include information about the users, business use cases, chosen features, implementation challenges, customer service, customer support interactions, product reviews, social posts about your offerings, testimonials, and conversations with them.
This is a humongous amount of data, and for your organization to provide the best possible customer experience, you will have to manage all of this data proactively.
Let us look at some use cases for us to appreciate LMS better.
LMS use cases
- There are so many ways to utilize your data. Your customer data can provide you with information that your marketing can use, can help you upsell and cross-sell to your customers, and improve your compliance. Failing to investigate the data can mean letting useful data sit around without benefiting your organization.
- Now take the case of outbound dialing. Your lists are your lifeline, and it takes a lot of skills and time to upload and organize your lists for dialing. This would mean significant downtime. With an LMS(List Management Services), you can transform, enhance, and manage list data for easy upload and easier dialing management. You can order, filter and select your lists based on several criteria and compliance requirements that you may have by the click of a button with an LMS.
- LMS can be integrated with other systems easily using API calls. This would allow you to filter them further and strengthen the available data for your agents. For instance, if a particular state has a specific timing when you cannot make unsolicited calls, LMS would automatically remove those numbers from the list at those times without even the agent noticing it.
How do you go about doing this?
Without proper technology and tools, you will not be able to use this data efficiently, resulting in costly mistakes.
You can avoid these mistakes by using List Management Service solutions.
There are three components to list management services: an effective collection of information, Effective data storage and organization, along with insightful data analysis and utilization. This will have to be done from across all the channels.
Key benefits of LMS includes:
- LMS functions as the new central data repository, consolidating all relevant information connection point from all outside inputs for your cloud contact center solution platform or customer experience function
- Advanced data management: LMS allows customer experience engines to draw upon its data for advanced decision processing and enables data enrichment
- Enhanced Visibility: The LMS provides seamless API access and clear activity tracking across all communication channels, regardless of agent activity .
- Greater administrative efficiencies: An LMS streamlines data migration and management, saving time and effort while minimizing the risk of errors.
- Gateway to omnichannel functionality: LMS allows omnichannel functions like two-way SMS and customer chat enhancements.
It’s time to enhance your data management strategy. It would be best to look at implementing a List Management Service as a part of your data management, which will allow you to make the most of your data.