Customers are the lifeblood of your business. That’s why you should take every opportunity to learn as much about them as you can - to understand who they are and what they want. Any time you’re providing support for customers - whether by phone, email, online chat, remote access, or any other method - is an ideal chance to engage them and collect valuable information.
Here are four steps to use to gather information about your customers effectively, without getting in the way of providing the support they’re seeking.Come up with a clear set of goals

Setting up automated procedures to gather data from your customers can lead to an overwhelming amount of information. Devising a set of basic goals can help you develop tools and put together a dataset that will improve your support offerings. If you want to make support more efficient, look into algorithms that use customer support data to route customers to the technician best qualified to help them. If you want to reduce the volume of support calls, study the demographic data you collect online and through surveys and create troubleshooting content targeted at your specific customer base.  To read this article in full or to leave a comment, please click here