Data collection, interpretation and analysis

Data collection, interpretation and analysis

In most cases Ventrica acts as the first point of contact a customer has with an organisation and because of this, we are uniquely placed to provide valuable feedback and information driven by customer behaviours, sentiment, purchasing habits and a raft of other metrics.

For example, intelligent collection, interpretation and analysis of data allow us to provide our eCommerce clients with highly valuable product sales information broken down into a vast array of combinations. This type of analysis helps our clients to increase cross-selling by identifying product associations to better understand which combination of products customers are most likely to buy. Through this analysis and based on historical purchasing behaviour, we can undertake propensity modelling that can help predict future purchasing habits thus allowing you to become more focused on profitable customers.

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Implementation to improve

Our service encompasses more than just managing business as usual on behalf of our clients and we consistently challenge our existing operational methodologies with a view to implementing more cost-efficient solutions that will improve the customer experience and drive more sales.

Our Service Delivery Managers are tasked with ‘getting under the skin’ of our clients’ businesses. Through an in-depth knowledge of what our clients do, we can implement improvement initiatives that are designed to reduce costs, increase sales and consistently improve the customer experience. These type of initiatives include reducing unnecessary contacts into the business through recommendations designed to improve self-serve measures, such as:

Signposting

Better website signposting

Signposting

Intelligent interactive voice response to provide more information to the customer before being passed through to a live advisor

Signposting

Implementation of customer satisfaction measures to gauge customer feedback and sentiment

Signposting

Measurement of social customer sentiment

Signposting

Clever dialling strategies to ensure on outbound campaigns we are maximising client contact through intelligent use of data