Big Data for Customer Services


In the last weeks, I outlined several Big Data benefits by industries. The next posts, I want to outline use-cases where Big Data are relevant in any company, as I will focus on the business functions.

This post’s focus: Customer Services.

Big Data is great for customer services. In customer services, there are several benefits for it. A key benefit can be seen in the IT help desk. IT help desk applications can greatly be improved by Big Data. Analysing past incidents and calls, their occurrence and impact can give great benefits for future calls. On the one hand, a knowledge base can be built to give employees or customers an initial start. For challenging cases, trainings can be developed to reduce the number of tickets opened. This reduces costs on the one side and improves customer acceptance on the other side.

Big Data can have a large impact here. When a customer feels treated well, the customer is very likely to come back and buy more at the company. Big Data can serve as an enabler here.

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Published by

Mario Meir-Huber

I work as Big Data Architect for Microsoft. With this role, I support my customers in applying Big Data technologies - mainly Hadoop/Spark - for their use-cases. I also teach this topic at various universities and frequently speak at various Conferences. In 2010 I wrote a book about Cloud Computing, which is often used at German & Austrian Universities. In my home country (Austria) I am part of several organisations on Big Data.

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