Multichannel analytics
Why multichannel analysis?
Your customers are contacted through more than one channel. Nevertheless, you would like to analyse and align all contact you have with customers via internet, mobile internet, telephone, e-mail and other channels. Adversitement would be happy to help you do this. Using a multichannel analysis, we bring various different channels together. And that produces incredibly useful insights, which form the basis for improvements in customer satisfaction and reductions in, for example, your call centre costs.
How?
Online analytics data are pivotal to multichannel analysis. We regard internet use as the centre of all channels. By integrating these online analytics data with other channels, we analyse the multichannel use. We then use state-of-the-art data mining techniques to retrieve suitable information from the data for you.
Multichannel analysis can have various aims:
- To analyse user groups and their characteristics with the aim of defining segments for the advanced online analytics suite.
- To identify and deal with bottlenecks (which incoming call centre conversations can greatly increase) in the user-friendliness .
