DATA ENRICHMENT
Uncover the barriers preventing seamless self-service and maximize digital customer retention with Data Enrichment.
Identify and resolve digital friction that causes abandonment and increases support calls. Measure the impact of improvements on both your digital properties and support center.
Pinpoint where users drop off and leave your platform for other sites or channels. Guide them to the value they need within your digital properties.
Estimate how fixing friction points will influence Voice of Customer scores—no A/B testing required. Use historical data to forecast customer reactions before making changes.
Merge data captured from Quantum Metric with channels typically not collected by analytics platforms (e.g. call data, offline purchases).
Link offline activities with digital drivers by connecting those activities to digital sessions that occurred minutes, hours or days earlier.
Measure the impact making improvements to your digital experience can have on external factors like costs reduced in the contact center.
To get started with Data Enrichment, you need to first be a Quantum Metric customer and deploy our data tag across your digital properties. After that, you’ll need access to the offline data set you want to merge like call logs.
We can ingest any kind of offline data as long as it can be tied back to a user’s sessions anonymously. Examples of data that work well with Data Enrichment include call logs, in-store purchase data, off-line conversion completion data, CRM data and more.
We’ll work with you to identify an appropriate anonymous user identifier so we can connect calls or other offline data sources with anonymous identifiers commonly used in digital like advertising IDs.
Our transfer protocols provide secure, direct authentication and can leverage a rest location of your choice, ensuring we handle enriched customer data with the highest standard and security protocol. For additional layers of security, data can be encrypted before being transferred.
With each Data Enrichment, we include one insight brief–an expert-led investigation into the specific digital friction on your site or app leading to calls. From there, our customer success team will work with you to drive ongoing analysis using the Quantum platform so you can continue improving your digital experience and reducing unnecessary calls.
