Big Data and Customer Service: Analysis & Optimization
Big data is one of the fastest growing trends in the IT industry, simply because of its potential. That potential stretches beyond just ad campaigns and also encompasses customer service and experience and loyalty. A lot of companies are jumping on this bandwagon, and generate demand as well as a host of more and more innovative, accurate and effective offerings.
One example of such an offering, and one that has been gaining quite a bit of momentum lately, is ClickFox. The company offers customer experience analytics, and its offerings are even used by Sprint and major healthcare organizations, according to the company’s website.
These provide an insight into customer trends as well as a number of other factors by leveraging big data, and made ClickFox a company on the rise. So much so, in fact, it recently raised $18 million in funding from Morgan Stanley Alternative Investment Partners as a part of its third round of funding. SiliconANGLE interviewed ClickFox CEO Marco Pacelli, who discussed the customer perspective on big data analytics.
Another service which leverages big data towards optimizing its corporate users’ customer care and loyalty is CrowdFlower. CrowdFlower is a popular crowdsourcing platform which recently entered the big data analytics space with its Product Categorization solution. The offering leverages big data extracted from a human cloud of over 1.5 million of individuals to help CrowdFlower customers optimize their systems to correspond with customer trends at a given time.
The same time the news of Product Categorization crossed the wire, CrowdFlower also used the opportunity to announce it has raised $7 million in funding in Series B financing, providing yet another indicator of how important customer experience analytics is or about to be. After all, Salesforce.com was willing to spend over $300 million to optimize its SaaS CRM offering. Salesforce.com is a traditional CRM tool, that has made a huge investment in data analytics to fine-tune its systems by acquiring Radian6 for $276 million in cash and $50 million in stock.
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