The need to combine self-service ease-of-use with robust data analytics - a CX perspective

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An article published last week by TechTarget considering challenges and demands currently facing BI and analytics tools genuinely resonated with us here at SynGro. The short piece by Ed Burns recognised that there is very often a trade-off between self-service BI and analytics tools that offer ease-of-use, and those which provide advanced analytics and valuable data interrogation functionality.

This is something we also know to be true, and is one of the driving forces behind the design and continued development of our Customer Experience platform – SynGro Eye. Released to market in January 2016, our Customer Experience reporting, analytics, and dashboarding tool has been carefully designed to be easy to adopt and easy to use without compromising on functionality.

Easy to use visualisations

Our aim is to put the power of the data into the hands of the user to empower decision-making in real-time, without the usual requirement for advanced training or expertise Burns mentions in his article. There’s no burden on your busy IT department to get up and running, and no coding is required. The flexible, cloud-based availability of SynGro Eye means greater accessibility for the user where and when they need it, across mobile devices and ‘in the field’.

CX data analytics

This ease-of-use is combined with solid Customer Experience data analytics. Indeed, SynGro Eye offers advanced functionality in several areas specific to the CX world (a result of feedback from our successful beta programme and continued close engagement with all our customers).

SynGro Eye combines the following self-service features for powerful data visualisations and analysis:

  • CX-specific data charts and graphs with drilldown functionality: there’s no need to write codes or formulas to handle your NPS scores etc.
  • Advanced text analysis: we know how important verbatim feedback, complaints, and aggregated social media text is to CX professionals, so we’ve made it a key part of our software.
  • Performance and target management: to give employees the power to take prompt action to effect business outcomes.
  • Facilitate case and closed-loop management: use workflow alerts integrated with your organisation’s existing CRM systems.

Burns’ article has highlighted an important issue in the evolving word of data visualisation and analytics, which we welcome. We agree that self-service tools, described as Burns as often being “lightweight”, must find some way of also offering key analytical features now commonly expected by enterprises. This marriage of ease-of-use with CX analytical functionality is something that will continue to drive SynGro Eye as we develop predictive analytics this year in partnership with the University of Strathclyde, Glasgow.

To read Burns’ full article visit: http://bit.ly/2nnWOyN 

To find out more about SynGro Eye and see our software in action visit: www.syngro.com

 

Written by Mhairi Wilson & Lisa Kenny on 04 April 2017 at 15:00
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