By Jessica Langdorf, Director, Digital Engagement Lab, Nuance
Think Big Data analysis is just a bunch of number-crunching? Think again. It’s easy to see how one can use data results to tell a story, but what about telling a story to analyze the data? Brands can breathe human life into a massive collection of complex information by telling a story.
Imagine if you were to watch an hour-long documentary about all of world history from the beginning of time. Impossible, right? That’s what comes to mind when trying to research the history of the insurance industry. It seems so vast that you can only cover its expanse with a few facts. With the chronology of insurance spanning almost the whole of human existence, and its configuration growing just as complex, we’ve condensed the history of insurance down to a few highlights:
Although SMS accounts for less than 1% of inbound interactions, for many companies it is a vital part of proactive outbound customer service, often used as confirmation or reminders. It does not require the customer to own a smartphone, so it is quite a democratic and ubiquitous channel.
Uniquely, social media has taken off as a customer service channel as a result of customer demand, rather than businesses’ enthusiasm for promoting a cheaper service channel. The customer trend has grown so rapidly that, according to Twitter, the number of tweets directed at leading B2C companies grew 2.5 times in a two-year stretch.