Let’s say a provider successfully creates a thriving culture of data and unlocks valuable customer data with a lean tech stack and the right platform. Now what? It’s time to stay one step ahead of customers and their evolving behaviours and needs.
Predictive intelligence enables users to mine through large volumes of data to find valuable relationships between causes and consequences and make educated predictions based on those relationships. Tools like CRM Analytics for Communications Cloud help service providers use their data to discover correlations and prescribe actions that drive desired outcomes. And because CRM Analytics for Communications Cloud is built on Salesforce’s Communications Cloud, it solves for the unique needs of communications service providers with an industry-specific data model. This includes the ability to:
- Predict which sales leads and opportunities will convert and which articles and replies will help resolve service cases
- Use historical browsing and purchase data to predict which channels, content, products, and messaging to which your customers will most likely respond
- Create custom models to predict likelihood to convert, delayed payments, lifetime value, and more
- Get an intelligent snapshot of subscriber sentiment to predict likelihood to churn
Prescriptive actions are generated as a result of predictive intelligence. They are the recommended next steps for providers looking to take action with their data and the key to creating proactive, personalised customer experiences.
Discover how CRM Analytics for Communications Cloud helps service providers boost sales.
With AI embedded into data visualisation tools, the sales team can identify, segment, and target the right high-scoring leads quickly. For example, a sales associate can use AI to identify prepaid customers who are good candidates to convert to contract customers, then connect with them on their preferred channels to deliver an appropriate offer.
Sales, marketing, and product teams can use customisable dashboards to analyse product uptake and the customer’s experience score to adjust campaigns, bundling, and price changes. They can also gauge sentiment with an intelligent snapshot of customer interactions and KPIs and drill deeper into subscriber metrics that predict the likelihood of churn, which arms reps with AI-driven recommendations to boost retention.
These tools help the service team by reducing repeat dispatches, shortening implementation timelines, cutting down on order fallout, and helping to drive retention and revenue. For example, AI can predict each customer’s suitability for self-install and optimise shipment delivery, as well as analyse past order fulfillment to identify potential issues in the future. They can also surface key metrics that predict likelihood to churn and then recommend the most relevant products and offers to improve retention and build loyalty.
The problem isn’t that communications service providers don’t have enough data. It’s that they must figure out how to connect the vast silos of data they already have. When that happens, providers can uncover critical insights that drive business forward.
