AgilOne, the leading customer data platform for enterprise B2C brands launched a new offering called AgilOne 360 Profile for Customer Service, which provides AgilOne’s single view of the customer to customer support and call centre teams in real-time – the first of its kind within the customer data platform category.
While marketing use cases are the hallmark of customer data platforms (CDPs), all customer-focused companies can benefit from having direct, real-time access to the complete, clean, and unified customer data available in AgilOne’s CDP. Call center and customer support teams in particular are able to deliver better customer experience when they can tap into real-time CDP data during customer calls.
AgilOne cleanses, dedupes, stitches, and appends customer data from all online and offline sources, including data from events, journeys, campaigns, and transactions; this is combined with predictive intelligence and insights for each individual customer. For each customer, AgilOne’s 360 Profile includes customer summary attributes, transaction history details, the customer journey, customer record details, and a household summary. Customer service agents can use the 360 Profile for Customer Service during a support call to look up details such as a customer’s preferred store location, recent website, email, or mobile activity, preferred method of communication, likelihood to buy, product repair, and product return history. Unified profiles are surfaced through the AgilOne 360 Profile UI and API to give an in-depth view into each customer. Profiles are searchable in both the UI and API, even with partial information such as phone number or email. Profiles are configurable to include any customer data relevant to the brand.
Wickes, a British home improvement retailer and garden center with more than 230 stores, is committed to making customer data and insights available across the company, not just within the marketing team. To date, Wickes has deployed AgilOne’s 360 Profile for Customer Service across ecommerce teams, the customer insights team, and within stores and call centres. Wickes uses AgilOne to stitch together customer-level profile, transaction, and engagement data from nearly 50 different data sources.
“AgilOne’s CDP has helped us make sense of an enormous amount of customer data, which has allowed us to maintain personal relationships with our customers, regardless of whether they shop online or in one of our stores,” said Matthew Gaunt, Customer Communications Director at Wickes. “As a customer-centric business, we wanted to make the complete, unified view of the customer accessible to all of our teams. Our post-sales customer support teams in particular are able to use AgilOne’s single view of the customer to resolve issues faster while providing a satisfying, relevant, experience.”
Arcelik, a $6B European home appliance and electronics manufacturer, which serves customers in 145 countries, leverages AgilOne’s 360 Profile for Customer Service offering to enable Salesforce Service Cloud to surface a complete, intelligence-driven view of the customer and make it available to its customer service representatives.
“We’ve increased the ROI on our use of Salesforce Service Cloud leveraging AgilOne’s 360 Profile for Customer Service API,” explains Bora Cartier, CRM and Retail Analysis Manager at Arcelik. “Through this seamless integration, we’re able to feed important insights and details about individual customers into our call center system. This enables our agents to close support tickets more quickly, increasing customer satisfaction and ultimately increase customer lifetime value.”
“Customer data platforms are emerging as a key competitive advantage for brands that have many customer interaction points, leverage many sources of data, and rely on deepening relationships with customers over time. This is not limited to just marketing but includes every interaction point with the customer, including advertising and customer experience,” said Omer Artun, CEO of AgilOne. “Part of this relationship includes the experiences customers have with service and support teams. Deeper insight into customer behavior equips support teams with the information they need to provide better and more individualized customer service, speeding issue resolution while increasing customer retention and lifetime value.”